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Level 1 Agent with French

Ref: 7012

Posted on 25 July 2022
Contract Type

Connecting businesses and tech talents in a fast-changing world. This is what describes best the mission of Modis as a global leader in workforce, skilling, and consulting solutions for our partners. As part of the Adecco Group, our brand is present in 20 countries delivering services and solutions in the so-called “Smart Industry” areas and employing 30,000 people.

With more than 15 years of experience in Bulgaria, we deliver IT Service Desk, Data Center and Network Services, End-User Device Support (Desktop & Mobile), Application Development and Support, and BPO Solutions to more than 40 multinational companies. We have grown to 1400 employees in our 3 office locations and now we are looking for more talents to join us in our mission.

Today we are giving you the chance to build a career in one of the biggest IT outsourcing companies in the position of a Customer Support Specialist with French.

Job Description


  • Handle contacts promptly and professionally and ensure delivery of all SLAs
  • Create a Ticket for new contacts into the Ticketing Management Systems
  • Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
  • Operate under close supervision
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
  • Fully document every ticket as per the internal quality assurance standards
  • Participate in all internal meetings and feedback sessions
  • Comply with all internal ticket management processes
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Complete desk specific or ad hoc tasks
  • Remain well versed in help desk policies, procedures, standards and documentation
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high quality support
  • Ensure constant self-development using day to day work, web based training, and any other available tool
  • Be available for work at the scheduled shift start time and be logged on the telephone system
  • Use correct activity phone codes and demonstrate a responsible approach to these at all times
  • Adhere to the telephone login procedures
  • Pass Acceptance tests (final test calls)
  • Mentor new hires during their incubation period (AILP)
  • Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Sounds interesting? Connect with us, we are waiting for you.

Our recruitment process will be fully remote for your safety! You can meet our hiring managers and recruitment specialists online!

Only short-listed candidates will be contacted. All applications will be treated with strict confidentiality.