.Technical Support Specialist Level 1 - French speakerRole OverviewThe Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a customer technical support specialist, you must be ready to engage on all types of Level 1 related enquiries, by quickly and effectively gathering the necessary information to identify the root cause and either resolve the customer's issue or redirect/escalate to the correct upper Levels within Planet.As the first point of contact for Planet Hoist Network customers, you will provide all types of assistance to those experiencing technical issues with the systems platforms that Planet Hoist has accepted contractual responsibility for, including among others, remote troubleshooting/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.What you will doResponsible to deliver the content to end users in an appropriate manner, focused on meeting contracted customers SLA's and KPI's.Provide Level 1 support via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status.Analyse data to determine root causes of problems and resolve them remotely, using diagnostic testing and software equipment as required.Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery.Carry out screen-sharing to help customers get set up and operational.Empower customers by promoting Knowledge base and self-service.Configure security, operational and access settings/permissions for groups or individuals.Work with Level 2 and Product Team on escalated tickets.Log and escalate calls with third parties where required, ensuring communication back to the customer.Onboard new team members and provide necessary product and processes training.Who you areExcellent analytical and problem-solving skills, with the ability to multitask and solid troubleshooting experience.Exceptional customer service and confident communication skills, customizing your interaction to the individual customer personalities and contexts.Strong work ethic and ability to work efficiently and effectively with minimal supervision.Ability to work in a fast-paced environment with excellent organizational skills.Able to work to targets (SLA's).Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing).Wide proven experience of remote or on-site support, collaborating with customers, partners, and internal teams.Experience in network operations or on-field operations
