FirstLine Support

4 weeks ago

Mumbai, India Elfonze Technologies Full time
Job Information

Date Opened

09/08/2025

Job Type

Full time

Industry

IT Services

City

Mumbai

State/Province

Maharashtra

Country

India

Zip/Postal Code

Job Description

Job Description:

Key Responsibilities

In this context, your responsibilities as a Frontline Support Agent are:

  • Receipt and registration of applications:

  • Respond to user requests via the ticketing tool or by phone (if justified).

  • Document each request precisely in the ticketing system.

  • Analysis and understanding of requests:

  • Understand the user's request and, if necessary, ask for clarification to complete the information.

  • Categorization and prioritization:

  • Ensure the correct categorization and if necessary, recategorize requests.

  • Apply the appropriate level of impact in accordance with incident management processes.

  • Transfer and collaboration with Level 2 teams:

  • Escalate requests to the appropriate teams.

  • Collaborate with Level 2 Support Agents to improve the quality of transfers and enrich their knowledge.

  • User monitoring and information:

  • Keep users informed of the progress of their requests.

  • In the event of a critical incident, communicate promptly with the appropriate team.

  • Contribution to the knowledge base:

  • Maintain knowledge base information.

  • Propose improvements or additions to optimize the service.

All this while ensuring a customer-oriented, fast and quality service.

Profile

Prerequisite

  • Any Bachelor's degree

  • 3/5 years experience in a similar role, ideally within a multinational organization

  • Fluency in French and English (spoken and written).

Technical knowledge

  • Proficiency in ticketing tools

  • Good command of Windows 10/11 environments.

  • Good command of Microsoft Office 365 tools and Microsoft cloud services.

  • Knowledge of common computer peripherals (printers, scanners, workstations, etc.).

  • Notions of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices.

  • Familiarity with ITIL methodologies for managing incidents, service requests, change requests, ...

  • Knowledge of Atlassian tools (Jira, Confluence) is a plus.

Professional skills

  • Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users.

  • Customer focus and commitment to providing quality service.

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