Service Desk Agent (French and English) in Timișoara at HELPLINE

Date Posted: 11/17/2019

Job Snapshot

  • Employee Type:
    permanent contract
  • Location:
  • Date Posted:

Job Description

 HELPLINE supports the companies’ digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees, HELPLINE supports 1,200,000 users for more than 200 companies. With 9 sites in Europe (Angers, Frankfurt, Hamburg, Lille, Lyon, Nantes, Paris, Tunis and Timişoara) HELPLINE has a sustained growth and a turnover of 165 M€ in 2018.

Diversity is part of the company's DNA and developing the skills of its 2,800 employees is at the heart of HELPLINE management. Join and grow with HELPLINE!

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Providing assistance for users working in the hospitality industry (troubleshooting when it comes to applications not working properly or issues with the distribution platform; this can be done by connecting remotely, assistance via phone or by mail).

The assistance provided is operational (it explains the functionality of each tool) or technical (restarting servers, checking XML files, server logs).

The technician gives clear answers and escalates the case, if need be, to the appropriate team. He may operate remotely (by phone, email or using the tool for remote connection).

Description of tasks and activities:

Monitor the call flow

Monitor the mailbox

Monitor the personal mails

Welcoming kindly the user while on the phone

Complying with the user requests

Identifying the VIP users and adapting the answer based on the detailed instructions

Determining the type of request (evolution, question, incident)

Ask questions in order to understand the root cause of the issue or the reason of a particular demand

If necessary request the opinion of an expert

Transfer, if necessary, the case to a higher department

Follow up on each request

Respect contractual commitments: SLA

The technicians should cooperate regarding the ongoing training of the team

Share the knowledge with the rest of the team

Contribute to the integration of the newcomers, by offering them the necessary information, answering their questions

Contribute to the capitalization of knowledge by updating knowledge base folders, technical notes or procedures.

Job Requirements


Spoken languages: fluent French and English
Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit

Availability to work in shifts

What we offer:

Permanent contract

Central building offices with excellent view on the city, top facilities and equipment

Competitive salary

Performance bonus

Meal tickets and gift vouchers

Training opportunities

Regina Maria medical package

Copayment 7Card

Massage at the office day

Relocation package