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Technical Support Specialist (French startup)
We are ATSAL, a HR consulting and recruiting agency operating in Russia, the CIS, and Europe.
Our client is Smartway, a French startup that has developed a unique and effective digital food waste management system.
Our client is launching operations in Russia and is seeking a technical support specialist to join their Moscow team.
Responsibilities: configuration, remote installation, assistance, and technical support for the company’s clients located in Russia!
Ассистент по маркетингу с французским языком (SMM / туризм)
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Мы свяжемся с вами в течение двух рабочих дней.
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Profile required
Well versed in IT and networks.
Experience in telephone customer support required.
Ability to prioritize tasks.
Independent, responsible, meticulous, and detail-oriented.
Attentive to detail and a strong sense of service.
Native Russian speaker; fluent in English.
Ability to work over the phone.
Responsibilities
1) Provide remote installation together with the customer
Prepare the necessary equipment for installation at the customer’s site and maintain communication with customer service managers.
Install solutions remotely and ensure their commissioning: network access setup, software configuration, etc.
Provide remote maintenance (repair or preventive maintenance) and remote support.
Prioritize incoming requests.
Answer various functional and technical questions from clients and company departments.
Provide recommendations, propose solutions, and implement specific actions related to those solutions.
Make sure that the installed solutions are working properly.
Resolve any disputes.
Make changes and updates and inform the customer about them.
Transfer the necessary information to other departments of the company.
2) Provide customer support
Identify the technical problem
Receive and understand customer calls and then ensure incidents are recorded.
Provide support, conduct analysis and initial diagnostics of incidents encountered by the client within the established timeframes.
Fix the problem
Search for suitable technical solutions.
Determine the measures that need to be taken to implement this event and resolve the problems that arise within the established time frame.
Resolve the incident
Solve problems, control the process and implement solutions.
Inform customers about identified technical issues, as well as upcoming modifications and repairs.
Ensure that the client is informed of how their request will be processed and of any waiting periods if the request cannot be processed immediately.
Make sure all faults are corrected.
Provide long-term support and monitoring at the customer’s site to verify the proper operation of installed solutions.
Transfer the necessary information to other departments of the company (development department, commercial department, etc.).
3) Ensuring customer satisfaction
Listen to customer requirements and meet their expectations as much as possible.
Ensure the quality of his performance.
Make sure all faults are corrected.
Participate in all research that can contribute to achieving the goal of “customer satisfaction”.
Continuous training on new versions and technical innovations.
Prepare documentation for users.
Summarize, analyze and submit requests for software improvements to the IT development department.
4) Provide inventory management
Ensure that storage areas are maintained in proper condition (cleaning, checking the legibility of storage area markings).
Collect the faulty equipment from the customer, repair it, or send it for repair under warranty.
Management of commodity flows.
Conduct qualitative and quantitative control of the received goods.
Conditions
Good fixed salary.
Laptop and mobile phone.
Vacancy in Moscow