B2B Helpdesk Specialist for European Languages

Key Responsibilities and Accountabilities

· Act as the first-line support for Cosmetic retail teams (Beauty Advisors in stores, store managers, shopping mall counter managers, hair salon professionals, pharmacists, dermatologists) and corporate business partners

· Efficiently guide conversations and reassure the caller to solve the issue raised

· Collect all relevant information from field teams at first contact

· Utilize communication skills like friendliness, empathy and patience to provide device-related support

· Handle inquiries related to device and app usage, device and app login issues and provide information regarding the faulty device replacement status

· Troubleshoot technical and operational issues related to devices' common issues (app crash, pairing issues, iPad issues…), escalating cases to the appropriate technical or business team when necessary

· Ensure all cases and interactions are accurately logged into the ticketing system (e.g., ServiceNow, Salesforce)

· Provide device, app or process guidance following established SOPs and knowledge base materials

· Collaborate with cross-functional teams (Reverse Logistics team, Local Business Partner, Local IT to ensure smooth case resolution

· Create device replacement tickets with all required details to enable the Reverse Logistics team to complete the device swap

· Monitor and follow up on open tickets to ensure timely closure and client satisfaction

· Identify recurring issues and provide feedback for process improvements

· Support new devices or software rollouts by assisting users with onboarding or navigation

· Maintain strong awareness and knowledge of beauty devices, policies, and system updates to provide accurate support

Main Job Requirements

· Native-level proficiency in [Primary Language - French, Italian, Dutch, German, Portuguese, Spanish, Arabic], advanced proficiency (B2) in English required for communication (written and verbal)

· Strong verbal and written communication skills.

· Minimum 1–2 years of experience in helpdesk, customer service, or technical support or similar (Consumer-oriented environment preferred).

· Ability to multitask and manage time effectively in a high-volume ticket environment.

· Experience using CRM or ticketing tools (e.g., Salesforce, Zendesk, ServiceNow) preferred.

· Customer-oriented with strong problem-solving and analytical skills.

· Willingness to work flexible hours or shifts if required to support multiple time zones.

· A keen interest in tech devices or beauty technologies is a plus.