Remote Support Agent – Bilingual (French/English)
| Location | Dar es Salaam, Tanzania, United Republic of |
| Date Posted | November 7, 2022 |
| Category | IT / Information Technology |
| Job Type | Full-time |
| Currency | TZS |
Description
Position : Remote Support Agent - Bilingual (French/English)About the position
Job Title: Applicant Success Agent (Bilingual)
Location: Remote
Schedule: 40 Hours per Week (5, 8-hour shifts)
Be a part of our growing team of 80+ employees working remotely! At VidCruiter, we offer a very welcoming environment with an excellent work-life balance. We work as a team and have an all-hands-on-deck approach to everything we do. With a constantly growing company, you will always have something new to learn and do. Our motto is continuous improvement and the VidCruiter team is there for you every step of the way to make sure you succeed. If you're looking for an exciting opportunity in an innovative and ever-changing industry - VidCruiter is the company for you!
We like to call our technical support team "Applicant Success Team". One of the primary responsibilities of the team is to ensure that our company is aware of any technical problems happening on the applicants' (end-users) end and that a prompt solution is taken every time to resolve any issues we may encounter in the most efficient manner. We manage support tickets, answer applicant and/or client inquiries and provide technical support to them.
We are seeking to hire an Applicant Success Agent (Bilingual) to join our growing team! You will be providing professional-level service via email, chat, and phone. You will be required to provide information about our product while resolving any emerging problems that customers might encounter.
The position requires troubleshooting and effective research ability when trying to answer certain technical questions. In addition to their support responsibilities, Applicant Success Agents may be required to assist project managers with various tasks and projects. These projects usually involve data-entry and reporting.
Responsibilities:
Job Title: Applicant Success Agent (Bilingual)
Location: Remote
Schedule: 40 Hours per Week (5, 8-hour shifts)
Be a part of our growing team of 80+ employees working remotely! At VidCruiter, we offer a very welcoming environment with an excellent work-life balance. We work as a team and have an all-hands-on-deck approach to everything we do. With a constantly growing company, you will always have something new to learn and do. Our motto is continuous improvement and the VidCruiter team is there for you every step of the way to make sure you succeed. If you're looking for an exciting opportunity in an innovative and ever-changing industry - VidCruiter is the company for you!
We like to call our technical support team "Applicant Success Team". One of the primary responsibilities of the team is to ensure that our company is aware of any technical problems happening on the applicants' (end-users) end and that a prompt solution is taken every time to resolve any issues we may encounter in the most efficient manner. We manage support tickets, answer applicant and/or client inquiries and provide technical support to them.
We are seeking to hire an Applicant Success Agent (Bilingual) to join our growing team! You will be providing professional-level service via email, chat, and phone. You will be required to provide information about our product while resolving any emerging problems that customers might encounter.
The position requires troubleshooting and effective research ability when trying to answer certain technical questions. In addition to their support responsibilities, Applicant Success Agents may be required to assist project managers with various tasks and projects. These projects usually involve data-entry and reporting.
Responsibilities:
- Provide support for end users (local and remote), focusing on individualized customer service of a high-standard professional level via a live chat system.
- Diagnose and resolve technical hardware and software issues.
- Research technical questions using available information resources.
- Provide user feedback on how to effectively and efficiently take appropriate action.
- Identify and escalate priority issues to the appropriate resource.
- Update the User Support ticketing system with any modifications, changes and the present status of a ticket.
- Troubleshoot all end user issues beginning from hardware issues to operating system/application issues.
- Ensure proper use of the ticketing system in place when helping end users.
- Maintain communications with the Support Lead/Manager in a timely manner.
Required profile for job ad : Remote Support Agent - Bilingual (French/English)Requirements:
- Must be bilingual in English and French (oral and written)
- Previous customer experience, bonus if you provided technical support via live chat, email, and by phone and have experience using a help desk software (we use Zendesk)
- In order to provide 24/7 support, our Support Agents work during a variety of shifts. You must be available to work late and overnight shifts, and during weekends
- Technically savvy, can easily learn new platforms and softwares
- General knowledge and understanding of computer systems, mobile devices, and other tech products
- Ability to troubleshoot different types of technical issues, starting from hardware to operating system/application issues.
- Strong problem-solving skills and excellent interpersonal and communication skills
- Organizational skills with excellent attention to detail and the ability to multitask under stressful circumstances
- Must have a functional computer (Laptop or Desktop), a webcam, and access to a stable internet connection