Bilingual IT Helpdesk (French/English) - Canadian market
- Casablanca

Company :

Founded in 2003, the OUTSOURCIA group is a specialized operator in outsourcing services: remote customer relationship management, multi-service, multilingual, and multichannel (call centers, email management, chat solutions, telemarketing, and social media customer relations), Back Office Business Process Outsourcing (BPO), digital services (specific application development, web or mobile, digital communication, and Community Management), and studies.

To date, OUTSOURCIA employs 3600 employees across 12 production sites in Morocco, France, Tunisia, and Madagascar, and works with renowned clients such as: Aquarelle, Renault, Total, Orange, Histoire d'Or, Manutan, Marionnaud, Mister Auto, Seloger.com, Veepee, etc.

To learn more, visit www.outsourcia.com

Company culture :

Outsourcia operates within a predominantly competitive and performance-driven culture, where ambition, challenge and the achievement of measurable goals are key drivers of success. The company promotes self-improvement, competitiveness and a strong customer focus, with a clear emphasis on results and market positioning. This performance mindset is complemented by a collaborative and people-oriented dimension, encouraging team cohesion, accountability and supportive management. Innovation and structured processes further enhance efficiency and organizational agility.

Job :

On behalf of one of our clients, we are looking for technical support agents, fluent in French and English, with significant experience.

Under the responsibility of the team leader, your main tasks will be:

• Receive and manage user requests
• Monitor and handle technical incidents
• Perform a full diagnosis of incidents for intervention
• Log incidents
• Handle recurring incidents
• Ensure the quality of the IT support service

Required profile :

- Immediate availability.
- Perfect command of French and English, both spoken and written.
- Knowledge of operating systems (Windows, MacOS, etc.)
- Ability to diagnose and solve hardware and software problems.
- Understanding of ticketing systems and support databases.
- Excellent verbal communication skills to assist users by phone or chat.
- Ability to write clear and precise responses in emails or support documents.
- Ability to analyze a problem, identify root causes, and develop effective solutions.
- Systematic use of problem-solving methods.
- Effective management of support tickets to ensure proper follow-up.
- Ability to prioritize requests based on urgency and importance.
- Ability to manage multiple support requests simultaneously.
- Maintaining service quality while working on multiple tasks.
- As the technology industry is rapidly evolving, a support technician must be ready to acquire new skills and stay up-to-date.

Head office address :

Desired personality traits :

Search for new things / novelty Respect of the rules Will to persuade Emotional distance Tenacity Involvement at work Ambition Organization