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- Tasks: Provide first-line technical support to library customers and troubleshoot software issues.
- Company: Global leader in academic content and services with a focus on customer satisfaction.
- Benefits: Competitive salary, hybrid working, and a supportive team environment.
- Other info: Opportunity for career growth in a collaborative global team.
- Why this job: Join a dynamic team and help improve research experiences for libraries worldwide.
- Qualifications: Fluent French speaker with experience in customer support and web-based technology.
The predicted salary is between 30000 - 42000 £ per year.
Our client is a global leader in the provision of academic content and services, including research databases, e-journals, eBooks, and library management solutions used by libraries and academic institutions worldwide. Partnering with customers globally to improve research, learning, and discovery experiences through innovative technology and high-quality support.
We are seeking a French-speaking Technical Support Specialist to join their Global Customer Satisfaction team to provide first-line technical support to library customers using software solutions, including Library Management Systems and Discovery tools. The successful candidate will act as a trusted technical partner to customers, helping resolve application issues, supporting implementations and upgrades, ensuring an excellent customer experience. This is a customer-facing, technology-focused role requiring strong communication skills, problem-solving ability, and the confidence to explain technical concepts to a varied audience.
Key responsibilities:- Provide first-line technical support to customers via phone and email
- Troubleshoot and resolve product-related issues across applications
- Guide customers through installation, configuration, upgrades, and system changes
- Monitor customer casework to ensure timely and high-quality resolution
- Conduct proactive service meetings with customers
- Communicate product updates, known issues, and resolutions clearly
- Act as an advocate for customer needs internally across technical and product teams
- Deliver internal training to colleagues where required
- Create and maintain support documentation and knowledge base articles
- Present technical concepts clearly to both technical and non-technical audiences
- Contribute ideas to continuously improve service delivery models and support processes
- Strong communication skills, including professional-level French (spoken and written is essential)
- BA/BS degree or equivalent professional experience in customer support or a technical role
- Experience with Integrated Library Systems (ILS) and/or Library Management Systems
- 2+ years’ experience working with web-based technology and software applications
- Proven ability to manage multiple cases, prioritise workload, and meet deadlines
- Strong collaboration skills with an ability to work effectively in a global team with a customer focused mindset and strong commitment to service quality
- Experience supporting library technology platforms
- Knowledge of APIs or integrations
- Technically curious and proactive in problem-solving
- Previous experience in a SaaS or software support environment
A competitive salary + benefits package is offered with hybrid working after successful completion of the probationary period.
How to apply: To apply for this position, send your CV and cover letter to enquiries@telferpartners.com quoting the reference TP 939.
Equality Policy: Telfer Partners is committed to upholding a professional and impartial recruitment process. Our Equal Opportunities policy ensures that all job applicants and employees are treated fairly and equally, regardless of their gender, sexual orientation, marital status, race, nationality, religion, age, disability, or union membership status.
Technical Support Specialist (French Speaking) in Enfield employer: Telfer Partners
Contact Detail:
Telfer Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist (French Speaking) in Enfield
✨Tip Number 1
Get to know the company inside out! Research their products, services, and values. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills in both English and French. Since this role is all about helping customers, being able to explain technical stuff clearly will set you apart from the crowd.
✨Tip Number 3
Don’t just wait for the interview; reach out! Connect with current employees on LinkedIn or join relevant forums. This can give you insider tips and might even help you get noticed.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to take that next step.
We think you need these skills to ace Technical Support Specialist (French Speaking) in Enfield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. We want to see how your background aligns with the Technical Support Specialist role, especially your experience with library systems and customer support.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've tackled technical issues or supported customers in the past, and don’t forget to mention your French language skills!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. We want to see how you can explain technical concepts clearly, so consider including examples of how you've done this before.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss any important updates about your application status!
How to prepare for a job interview at Telfer Partners
✨Know Your Tech Inside Out
Make sure you’re familiar with the software solutions mentioned in the job description, especially Integrated Library Systems and Discovery tools. Brush up on common technical issues and their resolutions so you can confidently discuss them during the interview.
✨Show Off Your Communication Skills
Since this role requires strong communication skills, practice explaining technical concepts in simple terms. You might even want to prepare a few examples of how you've successfully communicated complex ideas to non-technical audiences in the past.
✨Demonstrate Your Problem-Solving Ability
Think of specific instances where you’ve resolved technical issues or improved processes. Be ready to share these examples, highlighting your proactive approach and how you ensured customer satisfaction.
✨Prepare for Customer Scenarios
Anticipate questions about how you would handle various customer scenarios. Consider role-playing with a friend to practice your responses, focusing on maintaining a calm and professional demeanor while troubleshooting.