Helpdesk Representative (French Speaking)

About the role

The Helpdesk Representative will be the primary point of contact for NCR Atleos customers, providing incident management and technical support in both English and French. You will handle a high volume of calls, resolve service requests, and ensure smooth operation of ATM networks.

Key responsibilities

• Act as the single point of contact for incident management services.
• Receive and handle high‑volume customer calls and service requests.
• Generate daily and weekly incident reports and review incident history for recurring faults.
• Monitor ATM networks and determine priority based on documented guidelines.
• Use remote access tools to diagnose and resolve customer equipment issues.
• Document, verify, and update incident records, work orders, and customer profiles.
• Escalate problems internally and externally according to defined escalation paths.
• Maintain up‑to‑date knowledge of product offerings and support policies.
• Participate in team projects to improve service‑desk quality and efficiency.
• Provide regular status updates to customers while coordinating with other support specialists.
• Work rotating schedules that may include weekends, holidays, or extended hours.

Required profile

• Bachelor’s degree.
• Bilingual proficiency in English and French.
• Strong customer‑service orientation and excellent written and spoken communication skills.
• Ability to work under pressure and adapt to flexible working hours.
• Self‑driven, results‑oriented mindset.
• Effective communication while protecting the company’s position and presenting information concisely.

Required skills

• Windows operating system

What we offer

• Private health insurance