Position title: Client Technical Support (French and/or English)
Report to: Operating Manager
Start date: As soon as possible

In the context of its development, XLENTIA is urgently hiring Client Technical Support (M/F) to add value to its team.

Job purpose

As client technical support, you will be responsible for managing the hotline L1 and L2 in dealing with resolving technical
issues and providing a basic assistance desk for our clients.

What you’ll be doing

• Answer help desk phone calls and respond to customer' inquiries to ensure customer needs are met;
• Record client's inquiries and incidents via ticketing tools;
• Identify, evaluate, and prioritize the client's problems and complaints to ensure that the inquiries are resolved appropriately;
• Resolve and/or research more complex technical problems through defined knowledge management;
• Report and escalate the unresolved complex technical and functional problems to the IT department
• Conduct diagnostic reviews and produce error reports to identify and correct any problems.
• Diagnoses and troubleshoot basic problems and maintain their proper functioning; resolves issues including contacting and assisting vendors.
• Assist client's in resolving technical problems by providing guidance regarding software and hardware problems;
• Play a technical role in the resolution the technical incidents;
• Test the well functioning of the system or tool and ensure its remission to services
• Follow up with clients to ensure that their inquiries are resolved within the contracted or agreed-upon time frame.
• Monitor the incidents until their full resolution;
• Advice and train the customers in the daily uses of the solution
• Keep updating the technical procedures
• Share and communicate information within the team
• Support documentation maintenance by updating information and changes as directed.

Skills and qualification requirements

• A diploma or Bachelor's Degree in IT or other technical fields
• Vocational technical training in computer support and computer networking is accepted
• At least 3 years of work experience in a similar position is preferable
• Proven experience in customer service is strongly appreciated
• Proven knowledge and skills in a technical support
• Beginner without experience but with strong motivation can be considered
• Good command of English and French is strongly desired
• Time management and organization skills to balance and prioritize work
• Strong interpersonal skills
• Have strong analytical and problem-solving skills
• Outstanding communication skills (verbal and written) and team player
• Ability to assess and detect the customers' inquiries dans provide technical support accordingly
• Ability to learn new software
• Adaptability and flexibility to deal with different customers' inquieries and problems
• Ability to multitask and autonomous
• Ability to conduct research to understand in broad way the complex issues and provide the efficient solution accordingly

What we offer

• An international standard work environment
• Good work-life balance
• Attractive salary package and compensation
• Opportunities for career growth & development
• Great team and work culture
• Work benefits (CNaPS, OSTIE, and private health insurance)
• Continuous learning program

How to apply?

If you are interested and have the required qualifications and skills for this position, kindly, submit your document including your CV and cover letter to Mr. Noel Nytovo (noel.ny_tovo@xlentia.ch) and add in copy to Mrs. Karima Reisinger (karima.reisinger@xlentia.ch) and Valessa Moanazafy (valessa.moana@xlentia.ch)

For more queries, feel free to reach us by a phone call at 03434 28523

We highly appreciate your efforts in applying for this role. We promise to get back to you as soon as possible if your applications meet our conditions and expectations.

Job type: Full-time
Job Location: Antananarivo, Madagascar