Skills and Responsibilities:

  • More than 3 years of experience in handling L1 production support
  • Should be able to Respond to customer first level inquiries through email and phone in English & French.
  • Should be able to Identify customer issues and diagnose the root of the problem.
  • Should be able to Provide basic troubleshooting and guidance to customers in resolving their issues.
  • Should be able to Answer FAQs related to products or services, features, account setup, billing inquiries, or general usage questions.
  • Should be able to Log customer interactions and creating support tickets for tracking purposes.
  • Should be able to Escalate unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary.
  • Should be excellent in French speaking and writing as well.
  • Basic Knowledge on Retail applications such as Oracle xstore is an added advantage.