• Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests. • Provide timely, accurate, and professional responses to support tickets. • Troubleshoot and resolve functional and technical issues, escalating when appropriate. • Conduct root cause analysis and implement solutions to prevent recurring issues. • Develop deep functional knowledge of OnePlan to effectively support end users. • Test new release updates and system enhancements; document findings and report defects or improvement opportunities. • Collaborate with internal teams to address complex issues and support system improvements. • Maintain accurate documentation of issues, resolutions, and support procedures. • Contribute to knowledge base articles and user documentation as needed.

• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction. • Serve as the first point of contact for customer sites, providing prompt response and resolution. • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers. • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues. • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs). • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation. • Maintain clear, professional, and timely communication with customers throughout the support process.

• Support and maintenance of Exante products (front-end and back-end parts of trading software and services). • Providing basic technical troubleshooting for external and internal user requests. • Keep track of escalated tickets and follow up on their progress. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Follow the SLA for issues with respect to the severity. • Build relevant internal documentation. • Schedule: 5 days a week - Monday to Friday, Switching between morning and evening shifts.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves responding to customers' requests for IT technical services within a call center environment. - Screen and handle calls as appropriate. - Type and enter information into a database while a customer is speaking. - Recognize, research, isolate, and resolve information system problems. - Recognize customer problems that should be escalated to the next level for resolution following established protocols. - Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. - Maintain appropriate records and prepare reports as required. - Perform other duties and tasks as assigned by the Team Lead. Qualifications - Proficient in French - High School Diploma or the equivalent. - Experience working in technical support and/or education in IT. - Experience using and supporting: iOS, Android, Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN, and antivirus. - Experience troubleshooting wireless connections. - Advanced knowledge of Networking. - Ability to utilize various databases consecutively with good typing skills. - A+, Net+ or Help Desk Tech Certification is a plus but not required. - Call center experience is a plus.