Foundever is hiring Technical Support Customer Advisors (call reception) at our Yaacoub El Mansour site. - Casablanca

Company :

Sitel Group is officially becoming Foundever™.

Foundever™ is a global leader in customer experience (CX). With 170,000 employees worldwide, we are the team behind the best experiences for the 750 largest international and digital brands.

Our innovative CX solutions, technology, and expertise are designed to meet our clients' operational needs and provide them with a seamless experience, anywhere and anytime. Handling 9 million experiences every day in over 60 languages and 45 countries, Foundever combines the strength of a global presence with an entrepreneurial approach, enabling companies of all sizes and sectors to transform their CX. 

Discover the testimonial of Fatna Abdouh, HR Director of Foundever, in Challenge Maroc magazine by clicking here: https://bit.ly/48HwKY1

Company culture :

Foundever is defined by a culture strongly driven by innovation, where creativity, agility and experimentation play a central role in daily operations. This focus is closely balanced by a collaborative culture that emphasizes teamwork, trust and a supportive, people-oriented management style. A competitive dimension reinforces performance expectations and results orientation, while a more moderate organizational component provides structure and reliability. The environment is well suited to curious, committed profiles who thrive in dynamic and evolving settings.

Job :

As part of our business development, we are hiring Level 1 Technical Support Customer Advisors to assist the B2B subscribers of a major telecom operator.
Do you have an interest in technical environments, enjoy analyzing and solving issues, and want to grow within a demanding and innovative telecom business? Join an international leader in customer relations and technical support.

Your main tasks:

• Provide first-level technical support to the operator's clients.
• Diagnose issues related to Internet, telephony, and network equipment.
• Perform necessary remote tests and manipulations to identify the cause of malfunctions.
• Guide users in resolving technical issues by following defined procedures.
• Escalate complex issues to N2/N3 support teams with complete case qualification.
• Ensure traceability of interventions and update tracking tools.
• Monitor compliance with quality, productivity, and customer satisfaction indicators.
• Contribute to the continuous improvement of processes and the reporting of recurring anomalies.

Required profile :

Profile Wanted:

• Minimum Bac+2 (equivalent to a two-year college degree) in networks, telecommunications, computer systems, or equivalent technical field.
• Good understanding of ISP environments, Internet networks, and fixed telephony services.
• Desired experience in technical support, fixed line customer service, or telecom assistance.
• Ability to analyze, diagnose, and handle technical issues remotely.
• Proficiency in computer tools, business applications, and multi-screen environments.
• Excellent communication skills in French, both spoken and written.
• Service-oriented, meticulous, and able to manage priorities.
• Ability to work with quality and performance objectives.
• Team spirit, autonomy, and adaptability in a dynamic operational environment.
 

Social benefits and others:

• Permanent contract (CDI) from integration.
• Paid technical training.
• Attractive compensation: fixed salary, performance bonuses, and challenges.
• Possibility of remote work depending on business needs.
• Operational supervision and continuous support for skill development.
• Medical coverage and social benefits.

Working hours:

7:00 AM - 8:00 PM

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization