Part Time Bilingual French Technical Support Agent for Cybersecurity Company (Re
LTVplus, Brandon, FL, United States
Overview
We’re looking for a French Bilingual tech‑savvy Technical/Customer Support professional with at least 6 months of experience in customer service, sales, or technical support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, high‑quality resolutions.
Requirements
Minimum of high school diploma or equivalent required, post high school education preferred.
6+ months customer service, sales, or technical support experience required.
Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter is preferred.
Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications highly desired.
Ability to work on multiple projects and tasks simultaneously in an efficient manner.
Must be available to work days, evenings, weekends, and holidays as needed to meet the demands of the department and our customers.
Must have the flexibility to work overtime on short notice as requested by the management team.
Must have a history of good attendance.
Your Mission Will Be To
GOALS and OBJECTIVES
Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
Accurately identify and convert customers for Home Advisors.
Strive to resolve customer issues with one‑chat/one‑call resolution.
Meet and exceed biannual goals set forth by Technical Support Management.
DUTIES and RESPONSIBILITIES
Answer and address support chats/calls from customers.
Answer and address incoming emails and inbound calls from customers.
Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
Ensure customer needs are met by ensuring customer awareness of relevant client products and services when appropriate.
Provide remote troubleshooting using BeyondTrust or client‑of‑choice.
Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
Effectively execute transactions for paid services.
Work closely with other departments to resolve outstanding issues.
Assist in documenting solutions for our Knowledgebase for training and information purposes.
Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
Provide backup chat/case/call support for Customer Service volume when necessary.
Project a positive attitude and be a mentor for other employees.
Maintain a favorable image of client when interfacing with outside sources.
Accurately record and submit timesheets and paid time off requests.
Accurately track, log and otherwise tag support requests using the approved CRM and/or other management‑approved tools.
COMPETENCY MODEL
Customer/Client Focus
Upsell/Cross‑sell
Adaptability/Applied Learning
Decision Making/Problem‑Solving
Initiative
Productivity
Quality Orientation
Stress Tolerance
Teamwork/Collaboration
KEY SUCCESS FACTORS
Ability to work independently, with little supervision in a fast‑paced environment.
Customer‑centric demeanor.
Critical thinking, problem‑solving, and research skills are a must.
Must be able to adapt to every type of customer regardless of the computer skills they possess.
PERFORMANCE MEASURES
Must pass calls, case and chat quality goals.
Must meet call/chat handling goals such as wrap‑up, talk time, first contact resolution, and other stats.
Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
Must maintain team ownership requirements.
Must be able to adhere to assigned schedule.
Attend and participate in scheduled team meetings.
Tech Checklist - Gotta Have It!
A reliable computer (at least with Windows 10 and i5 processor), a stable high‑speed internet of 100 MBPS connection and backup for both.
A quiet, cozy workspace to handle calls and chats like a pro.
Working Condition
Part time agent
Schedule
6:00 am–5:00 pm Pacific Time, Monday ‑ Friday
#J-18808-Ljbffr
We’re looking for a French Bilingual tech‑savvy Technical/Customer Support professional with at least 6 months of experience in customer service, sales, or technical support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, high‑quality resolutions.
Requirements
Minimum of high school diploma or equivalent required, post high school education preferred.
6+ months customer service, sales, or technical support experience required.
Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter is preferred.
Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications highly desired.
Ability to work on multiple projects and tasks simultaneously in an efficient manner.
Must be available to work days, evenings, weekends, and holidays as needed to meet the demands of the department and our customers.
Must have the flexibility to work overtime on short notice as requested by the management team.
Must have a history of good attendance.
Your Mission Will Be To
GOALS and OBJECTIVES
Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
Accurately identify and convert customers for Home Advisors.
Strive to resolve customer issues with one‑chat/one‑call resolution.
Meet and exceed biannual goals set forth by Technical Support Management.
DUTIES and RESPONSIBILITIES
Answer and address support chats/calls from customers.
Answer and address incoming emails and inbound calls from customers.
Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
Ensure customer needs are met by ensuring customer awareness of relevant client products and services when appropriate.
Provide remote troubleshooting using BeyondTrust or client‑of‑choice.
Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
Effectively execute transactions for paid services.
Work closely with other departments to resolve outstanding issues.
Assist in documenting solutions for our Knowledgebase for training and information purposes.
Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
Provide backup chat/case/call support for Customer Service volume when necessary.
Project a positive attitude and be a mentor for other employees.
Maintain a favorable image of client when interfacing with outside sources.
Accurately record and submit timesheets and paid time off requests.
Accurately track, log and otherwise tag support requests using the approved CRM and/or other management‑approved tools.
COMPETENCY MODEL
Customer/Client Focus
Upsell/Cross‑sell
Adaptability/Applied Learning
Decision Making/Problem‑Solving
Initiative
Productivity
Quality Orientation
Stress Tolerance
Teamwork/Collaboration
KEY SUCCESS FACTORS
Ability to work independently, with little supervision in a fast‑paced environment.
Customer‑centric demeanor.
Critical thinking, problem‑solving, and research skills are a must.
Must be able to adapt to every type of customer regardless of the computer skills they possess.
PERFORMANCE MEASURES
Must pass calls, case and chat quality goals.
Must meet call/chat handling goals such as wrap‑up, talk time, first contact resolution, and other stats.
Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
Must maintain team ownership requirements.
Must be able to adhere to assigned schedule.
Attend and participate in scheduled team meetings.
Tech Checklist - Gotta Have It!
A reliable computer (at least with Windows 10 and i5 processor), a stable high‑speed internet of 100 MBPS connection and backup for both.
A quiet, cozy workspace to handle calls and chats like a pro.
Working Condition
Part time agent
Schedule
6:00 am–5:00 pm Pacific Time, Monday ‑ Friday
#J-18808-Ljbffr