Network Support Experience Partner (French & English)

Client Description:

Our client is a leading multinational digital communications technology company specializing in developing, manufacturing, and selling networking hardware, software, telecommunications equipment, and other high-technology services and products.

Candidate Profile:

Must-Have Skills:

● Fluency in French and English (spoken and written).

● Proven ability to work independently, show initiative, and lead within support or service environments.

● Strong communication and problem-solving skills, with the ability to manage client expectations.

● Basic understanding of IT and networking concepts.

● Ability to coordinate effectively between clients and technical teams.

● Experience with service processes and familiarity with operational workflows.

Preferred Skills:

● Fluency in Polish or Slovak.

● Background in technical support or client-facing service delivery.

● Certification in ITIL Foundation or higher.

● Familiarity with IT infrastructure or networking certifications (e.g., CCNA).

● Understanding of enterprise-level technology environments.

Responsibilities:

● Serve as the main point of contact for customers during support-related interactions.

● Manage and coordinate the resolution of critical incidents affecting customer networks.

● Build and maintain strong relationships with strategic clients.

● Support the delivery of a dedicated customer care program, ensuring process adherence and customer satisfaction.

● Monitor incoming service requests and proactively drive cases to resolution.

● Lead regular customer meetings to discuss incident status, KPIs, and service-level performance.

● Participate in troubleshooting sessions during high-priority issues, ensuring clear communication with client stakeholders.

● Coordinate investigations and root cause analyses upon request.

● Collaborate closely with internal teams, including support engineers and service coordinators.

● Provide weekly case summaries and quarterly incident performance reviews.

● Use communication tools (email, phone, chat, video) to maintain effective contact with clients and internal teams.

We inform you that companies within the Adecco Group operating in Poland have implemented a reporting procedure required by the Whistleblower Protection Act. Detailed information is available in Adecco offices.