French speaking Customer Support Representative

• Service window: Monday to Friday 8 am - 6 am
• On site work once a week
• Provide exceptional support for our applications and associated services
• Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
• Meet and exceed service level goals
• Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
• Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.

Stakeholder/Business Management:

• Respond through email and chat
• Meet/Exceed targets set within the key research activities

Process Improvements and Adherence:

• Ensure process guidelines are followed and met as documented
• Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
• Adhere to security practices set by organization

People/Team:

• Contribute to and participate proactively in knowledge sharing sessions
• Participate and contribute to organizational level activities

Personal Excellence:

• Record own attendance and Cognizant related queries
• Complete mandatory training for self as identified
• Align individual goals with team objectives (work cohesively with the team)

• High School Diploma
• Expert understanding of desktop operating systems including Microsoft Windows 2000

Preferred Qualifications

• General understanding of internet technologies
• Fluent or close to native in French; at least upper-intermediate English
• Understanding of Windows, Android and Apple OS is a plus
• Experience using Salesforce. com a plus
• Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric
• Superior oral and written communication skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Attention to detail, excellent organizational skills, superior time management skills
• Ability to work in a collegial fashion with peers in other organizational units
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
• Previous experience in a customer or technical support role a plus
• Fluency in Spanish a plus
• Bachelor’s degree or higher in a relevant field preferred
• Ability to troubleshoot regular exd CSS
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
• Subject Matter Expert for at least one vertical across our client’s technologies
• Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules
• Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
• Familiarity with structured query languages such as SQL and SOQL
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Familiarity with our client’s Contract Lifecycle Management workflows and architecture
• Multi-lingual in our client’s supported languages
• Professional experience within relevant industries for which our client provides solutions

• Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
• Risk and accident insurance
• Training and continuous learning and certification opportunities
• Multilingual environment, native colleagues
• Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
• Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
• Reimbursable language courses