Bilingual Service Desk Representative

2 months ago


Kochi Kerala, India Veriday Inc. Full time

We are looking to hire a **Bilingual (English/French) Service Desk Representative** to join our growing company for a full-time employment. As a member of the Client Support team you will be responsible for providing exceptional technical support and assistance related to our digital content management system (**Digital Agent**) At the forefront of our Advisor Support Centre's Client Support Team, you'll play a pivotal role in ensuring the seamless operation of our digital CMS platform, Digital Agent. Your contribution is essential to upholding our commitment to top-tier client service and technical support.

**Position: Bilingual Service Desk Representative** (Remote/Hybrid)**

**What You Will Do:

- **
- Act as the primary point of contact for clients requiring assistance with our Digital Agent system, handling tasks from content management updates to troubleshooting.
- Monitor and manage the triage queue, administering ticket management via platforms such as ZenDesk and Jira.
- Collaborate with Customer Service, Engineering, UX, and Product Development teams to develop and refine solutions.
- Update and curate digital content for clients subscribed to premium services.
- Maintain strict confidentiality regarding all corporate and client information.
- Cultivate positive client relationships by delivering thorough and timely solutions, maintaining professional communication, and grasping deep problem insights.

**What do you need to succeed:

- **
- Excellent communication skills in **English & French**, proficient in presenting instructions and patiently working with clients to ensure directions are understood.
- Agile, innovative professionals comfortable in fast-paced and ambiguous environments, consistently delivering outstanding solutions.
- Strong problem-solving skills to assess, prioritize, and troubleshoot issues aligned with business objectives.
- Ability to decipher client needs even when not expressed in technical terms.
- Solid background in technical support or help desk roles, particularly in digital content management settings (CMS).
- Proficiency in HTML, CSS, and ideally, other web technologies like JavaScript.
- Team players capable of independent work with a focus on customer satisfaction and process documentation.
- Self-motivated individuals eager to research, learn independently, and adapt swiftly to new challenges, yet unafraid to seek assistance when needed.

We offer a competitive salary, casual work space and great people to collaborate with. If this job sounds perfect for you, please apply.



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