IT Customer Support – French Speaker (Lisbon)

About the role

Join a client‑facing support team in Lisbon, providing first‑line IT assistance to enterprise customers. You will act as the primary contact for French‑speaking clients, ensuring incidents are resolved efficiently while maintaining high service quality.

Key responsibilities

• Log and triage all client questions, incidents, problems and requests with complete information.
• Provide first‑level technical troubleshooting and problem solving.
• Respond to calls, e‑mails and tickets promptly according to established procedures.
• Escalate issues to higher‑level support when necessary.
• Maintain regular communication with customers, offering updates on progress.
• Prepare and present monthly customer committee meetings and crisis calls.
• Generate incident reports and follow up on action plans.
• Support internal project teams during new product releases.
• Contribute to continuous improvement of monitoring, measurement and alerting tools.
• Maintain and update the internal knowledge base.

Required profile

• Fluent in French and English (near‑native level).
• Strong analytical and problem‑solving abilities.
• High level of rigor, autonomy and customer focus.
• Excellent written and verbal communication skills.
• Ability to work in alternating shifts, including occasional Saturdays.

Required skills

• SQL (nice to have).
• ITIL best practices.
• AS400 knowledge.