French Service Desk Agent

About the role

As a Service Desk Agent, you will be the first point of contact for technical and customer support enquiries from French-speaking stakeholders. You will handle client contacts and escalations, liaise with helpdesk, product partner and quality engineering teams, and process service request tickets. The role is non-technical and suits an effective communicator and analytical problem solver who thrives in a fast-paced environment.

Key responsibilities

• Manage incoming client contacts and escalations, prioritising needs and providing tailored solutions
• Liaise with helpdesks, product partners and Quality Engineering teams to own the stakeholder experience
• Coordinate regular calls with the client for refills and upgrades of product accessories
• Process client-generated and internally generated service request tickets within agreed delivery times
• Administer client details in the stakeholder's client database
• Handle supply-related requests (by phone, portal, email or chat) for consumables such as toners, fusers and printer drums, checking whether they are already in place or ordered
• Serve clients including Air Liquide, Goldman Sachs, eBay, Fiat, NHS hospitals (UK) and Cambridge universities

Required profile

• High school diploma or equivalent secondary education
• At least one year of experience in a customer support or client-facing role in a multinational environment (preferred)
• Adaptable to the time zone and calendar of local stakeholders
• English at B2-C1 (independent user); French at C2 (native-level fluency)

Required skills

• Close familiarity with computers and digital network configurations
• Advanced working knowledge of the Microsoft Office Suite

What we offer

• Competitive salary plus a language bonus
• Meal allowance on card
• Career progression opportunities
• Staff canteen with varied food options and river-facing seating
• Health and life insurance packages
• On-site gym with indoor pool access, fitness classes and a football pitch