Firstline Support

1 week ago

Mumbai Maharashtra, 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
- 400008
- Job Description:
Key Responsibilities

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

- **
- 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.
- ** 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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