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. 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 6th February 2025 Skills: French Analyst Problem Solving