Conseiller technique FAI – Technical Support Advisor
INTELCIA · Casablanca
Description du poste
About the role
The Technical Advisor for an Internet Service Provider (FAI) provides remote assistance to users experiencing difficulties with their computer equipment. Reporting to the team leader, the role focuses on diagnosing issues and delivering effective technical solutions while meeting quality and time standards.
Key responsibilities
- Receive and process user requests for technical assistance via phone, email or chat.
- Diagnose hardware and software problems, identify root causes, and propose corrective actions.
- Deliver clear, step‑by‑step guidance to customers to resolve issues.
- Maintain documentation of cases and follow up to ensure resolution.
- Adhere to defined quality metrics and response time targets.
Required profile
- Fluent French with strong oral and written communication skills.
- Good listening abilities and customer‑orientation.
- Analytical mindset with strong diagnostic capabilities.
- Relevant technical training or education.
- Prior experience in technical assistance is desirable.
Required skills
What we offer
- Comprehensive training before taking on responsibilities.
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INTELCIA
Casablanca
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