Ideal candidate:

• 
  
  
• Good command of the French language, both written and
  
  verbal (at least B1 level);
  
  
• Previous customer service experience (specific service
  
  desk experience might be a plus);
  
  
• Attention to details;
  
  
• Autonomy in taking decisions;
  
  
• Responsible for actions taken;
  
  
• Quality driven;
  
  
• Organised person;
  
  
• Microsoft package – Word, Excel, Outlook.
  
  

Main responsibilities:

• 
  
  
• Provide Desk Support to monitor WiFi alerts on SNCF
  
  trains;
  
  
• Triage incoming alerts using the Customer’s network
  
  monitoring toolset.
  
  

Incident management:

• 
  
  
• Identification of the End User if taking a call;
  
  
• Logging of the Incident;
  
  
• Assign an individual reference number to each Incident;
  
  
• Record, track and update accepted incidents within the
  
  Incident management tool;
  
  
• Initial diagnosis of the Incident;
  
  
• Categorisation of the Incident;
  
  
• Prioritisation of the Incident;
  
  
• Escalation where required;
  
  
• Closure of the Incident.
  
  

What we offer:

• 
  
  
• High quality external and internal technical trainings
  
  with a dedicated training department;
  
  
• Reimbursement of certificates and tuition fees for
  
  qualifications that are part of your individual training and development
  
  plans.
  
  

Monthly benefits package:

Fixed benefits:

• 
  
  
• Private medical subscription;
  
  
• Recommendation Bonuses for new team members;
  
  
• Work from home allowance;
  
  
• Transportation allowance;
  
  
• Easter/Christmas bonus;
  
  
• Free Bookster corporate library subscription;
  
  
• Career development opportunities;
  
  

Flexible benefits:

• 
  
  
• Meal tickets;
  
  
• Vacation & cultural vouchers;
  
  
• Retail vouchers (eMAG, IKEA).