Helpdesk Representative (French)

TL;DR

Helpdesk Representative (Customer Support): Acting as the single point of contact for Incident Management Services for financial institution customers with an accent on high-volume call handling and ATM network monitoring. Focus on diagnosing technical issues via remote access, managing incident documentation, and executing efficient escalation paths.

Location: Belgrade, Serbia

Company

hirify.global is a global leader in expanding financial access, optimizing branch operations and self-service availability for financial institutions and retailers.

What you will do

• Act as the primary point of contact for customers regarding Incident Management Services.
• Handle high volumes of customer calls, resolving service requests and providing accurate solutions.
• Monitor ATM networks and use remote access tools to diagnose and resolve technical problems.
• Generate daily and weekly incident reports and analyze history to identify recurring faults.
• Document and update incident records, work orders, and customer profiles.
• Collaborate with support specialists to coordinate resolutions and provide regular updates to customers.

Requirements

• Bachelor’s degree.
• Bilingual proficiency in English and French.
• Strong communication skills (written and spoken) and a customer-service orientation.
• Proficiency in keyboard usage and Windows-based applications.
• Ability to work in Belgrade, Serbia.
• Availability for shift rotations, including weekends, holidays, or extended hours.

Nice to have

• 1+ years of experience in a Customer Support or Helpdesk environment.
• Ability to work effectively under pressure within flexible working hours.

Culture & Benefits

• Private Health Insurance and Life, Accident & Disability Insurance.
• Employee Referral Bonus Program and Baby Bonus.
• Wellbeing resources and discounts at partner companies.
• Extensive opportunities for internal career pathing and advancement.