• To qualify a customer's call/email in an incident management tool
• To assist every customer by all means
• To provide technical support to the customer
• To follow the processing procedures established by the customer support manager
• To resolve Scope’s incidents
• To be able to analyze and to diagnose a root cause
• To solve an incident according to the defined process (remote handling)
• To draft, to adapt and update procedures
• To plan and control interventions at the customer's premises
• To be able to speak fluently in French
• To be able to write an email in English
• To answer incoming and outgoing phone calls
• To use specific company’s communication tools
• Good written and oral communication in French (level native / C1 or C2)
• Sense of customer service
• Diagnosis of failures or anomalies
• Analysis of malfunctions
• Contribution to solve a customer’s issue
• Drafting of procedures
• Team spirit
• Initiative
• Communication
• Curiosity
• Autonomous
• Presentable
• Fluent in English
• Minimum Bachelor
• 5 years of experience in a company