IT Customer Support Representative with French

Position Summary

A key role within the Athoris Customer Support team has arisen and we are therefore now looking to appoint an ambitious and motivated person to join a well-established and high performing IT Customer Support Helpdesk team . The main areas of responsibility will include but not be limited to managing and resolving customer inquiries and incidents through our ticketing system.

Job Duties

• Gain excellent product knowledge of the Athoris Product and associated services.
• Ensure a consistent and high-quality customer support solution is provided to all customers in line with defined SLA's.
• Support a wide customer base in both French and English language (largest market is currently France).
• Manage and resolve customer inquiries and incidents through our ticketing system (Zendesk/Jira ).
• Run basic SQL queries to extract, verify and validate data during investigations.
• Ensure proper documentation of solved issues and maintaining internal knowledge articles.
• Communicate closely with internal product, development, and account management teams to ensure aligned follow-up and customer satisfaction.
• Contribute to continuous service improvement and reducing recurrent issues through proactive analysis.

Experience required

• Fluent in French and English (written and verbal communication).
• Previous technical Customer Support Helpdesk experience ideally in a bi-lingual (French/English) environment.
• Strong analytical mindset with an ability to troubleshoot functional issues.
• Ability to interpret and manipulate data with basic SQL commands.
• High attention to detail and accuracy in handling information.
• Customer-oriented with strong sense of ownership and urgency.