Bilingual (French) Service Desk Analyst (remote)

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Your role in the team In this role you will act as a Trusted Advisor for Allstate and provide a world class service to Allstate agents and employees globally. Successful candidates will be trained to offer bi-lingual (French & English) first level technical support, for computer hardware and Allstate software issues, and you will work as part of a team in a dynamic technical support centre environment. Interactions with our customers is through either a Chat or a Call platform. If your role is chat based, you may be expected to manage several/multiple chats at the same time after initial training is completed. Initial training will last for 2 weeks, with a staggered training and development plan delivered throughout a 6-month period. You will receive continued support from the mentor group, your team manager and the quality team throughout your training. • *Please note there are multiple positions for this role available. Hours of Work • Typical hours are 1pm-9pm or 2pm-10pm however flexibility is required • A rotational weekend shift on either a Saturday/Sunday every 4-5 weeks with flexibility Key Responsibilities • Responding to incoming calls or chats as first point of contact for clients with IT or product • related problems • Ability to work in a fast paced, multi -tasking environment where your performance is measured • against individual, team, business and strategic goals and professional behaviours • Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or • following the escalation procedure • Following knowledge management principles (Knowledge Centered Support methodology) by • translating customer information into valuable and usable knowledge documentation • Engaging in a Continuous Improvement (CI) environment • Offering the customer an effortless experience with an emphasis on First Contact Resolution • through timely and effective resolution of their issue • Using available tools and resources in an appropriate manner consistent with Allstate Northern • Ireland (ANI) policy and procedures • Following the completion of the probation period there will be ad hoc translations duties when required Essential Skills • All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate. Allstate is not providing sponsorship for this vacancy. • Fluency in French and English, both written and spoken • GCSE English and Mathematics at Grade C or above (or equivalent) • 1 years previous work experience Candidates must also demonstrate the following: • Ability to multi-task • Problem solving • Excellent written & verbal communication skills • Customer Focus Desirable Skills • Previous experience of working in a Service Desk role is preferred but not essential • Previous customer service experience in any employment sector Closing date for this role: Thursday 13th February 2025 LI-MM1 LI-Re Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good. You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live. Good Hands. Greater Together. What we offer As Digital DNA's Workplace of the Year 2020 & 2022 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking. Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team. We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation. We encourage a better work life balance and you'll have the opportunity to apply for various flexible working arrangements. Statement on Fair Employment and Equal Opportunities Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability. We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit. Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position. Posting End Date: 07 February 2025 Apply Job!