Join Outsourcia as a Bilingual Technical Support Agent in Casablanca
Outsourcia, an international group specializing in customer relationship management, back-office outsourcing, and digital services, is actively seeking bilingual French-English Technical Support Agents in Casablanca for one of its clients. These positions offer permanent contracts from day one and are aimed at candidates with substantial experience in technical support.
Founded in 2003, Outsourcia has established a strong presence across various countries, including France, Morocco, Madagascar, and Tunisia, employing over 3,800 professionals across 13 sites. In Casablanca, Outsourcia serves clients from diverse sectors such as technology services, banking, and e-commerce.
Key Responsibilities and Candidate Profile
As a Bilingual Technical Support Agent, you will work under the supervision of the Team Leader, addressing user requests and resolving IT incidents. Your main responsibilities will include managing user inquiries, monitoring technical issues, conducting thorough diagnostics before intervention, documenting incidents in designated tools, identifying and addressing recurring issues, prioritizing requests based on urgency, and ensuring high-quality service delivery in a fast-paced environment. It is essential to apply systematic problem-solving methods while managing multiple support requests simultaneously.
The ideal candidate must be fluent in both French and English, both spoken and written, with a significant background in technical support. A strong understanding of major operating systems, including Windows and macOS, is crucial, as is the ability to diagnose and resolve hardware and software issues. Excellent communication skills are necessary for assisting users via phone or chat, as well as producing clear and concise responses in emails or support documents. Candidates should also be adept at analyzing incidents, identifying underlying causes, and developing tailored solutions. The ability to manage multiple tickets and priorities while maintaining service quality in a multitasking environment is vital, along with a willingness to regularly update technical skills to keep pace with technological advancements.
Outsourcia offers several benefits for the recruited profiles, including a permanent contract from day one, fully paid training from the outset, professional training and skill development programs, opportunities for mobility and internal advancement, social security coverage, and private health insurance. Additionally, employees can participate in regular challenges with gift vouchers to reward performance, benefit from partnerships with various social, medical, and sports organizations offering preferential rates, receive bonuses during Eid, and have access to salary advances. The remuneration package will be determined based on the candidate's experience.
As reported by dreamjob.ma.
