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Required Language
French
Employment Type
Full time
Contract Type
Permanent
Description
About Foundever ™??
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.??
Nuance Communications
Nuance is an American multinational computer software technology corporation, headquartered in Burlington, Massachusetts, United States, that provides speech recognition software with transcription and dictation applications.
Current business products focus on server & embedded speech recognition, telephone call steering systems, automated telephone directory services, and medical transcription software & systems.
How Foundever Supports Nuance
We provide Technical and Customer Service Support for the following European languages and English:
- German
- French
- Italian
- Spanish
- Dutch
Helping And Support The Following Nuance Product
- Dragon Naturally Speaking (PC)
- Dragon Anywhere (Phone App)
The service we offer is handled in an inbound manner, where the customer gets in contact with our department for assistance. There will be no outbound calls unless exceptionally asked by a supervisor.
It is provided via telephone and email, and we aim to offer solutions, workarounds, and answers to the best of our abilities, to aid the customer with their queries.
Technical Support Role Requirements
In order to be considered for this position, candidates must be able to demonstrate the following skills and experiences:
- Fluency in English and one of the supported languages.
- To complete required training and pass all verification tests.
- Dealing with Technical queries via email and phone to customers’ satisfaction.
- Must be able to demonstrate and use strong troubleshooting and analytical capabilities to handle incoming customer queries such as: issues encountered while installing the software, whilst creating a profile, and queries on headsets, compatibility, dictation, vocabulary, and voice recognition.
- To be able to recognize when a problem or a query should be transferred to another department or a more senior member of staff. But must be proactive and be able to conduct research and testing themselves prior to escalating.
- To reach and maintain a level of technical competence and customer service skills agreed with the Team Lead. And also meet and exceed targets set by the Client and Foundever.
- Ensuring that cases and calls are logged in accordance with the Data Quality guidelines and procedures. And to meet minimum monitoring criteria.
- To develop and maintain a full knowledge of client products and services.
- Must be able to work under pressure and be flexible when required.
- To deal with all correspondence within contracted service level agreements.
Support
As a Level 1 agent you will have the following support:
- Level 2 (and through them L3, Client and PM)
- Team Lead
- Team Manager
Skills You’ll Need…
- Fluency in English and another specified language.
- Experience of or aptitude for Customer Service and Technical Support. Technical background required: software installation and troubleshooting, understanding of computer operating systems and interaction with software, and use of accessories for speech recognition technology.
- A working knowledge of MS Word/Excel/Outlook/Web Browsers/Bluetooth Headsets/ MS TEAMS.
- Good organizational and team working skills.
- Excellent communication skills, and the ability to remain calm in all situations.
- Ability to work on own initiative and under pressure in order to achieve deadlines.
- CompTIA A+ certification training desired
Shifts
We currently operate between: Monday – Friday, 40 hours a week.
Shifts are either 8:00 to 16:30 or 8:30 to 17:00, you will be informed upon completion of your training which shift has been allocated to you.
Benefits
- Learning and Development courses.
- Career opportunities within the account and across the site.
- Quarterly incentives from Foundever and Monthly TS KPI based bonus from our Client, who also provide a Seniority Reward after 12 months in the team, standards must be met on a monthly basis and verification tests will apply.
- Epoints: employee benefits scheme that works with the best UK retailers.
- Team Events (Client and Foundever based).
