Multilingual IT Mobility Support Technician / Customer Service Representative
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. The service draws on 6 years in the trade and is delivered in French (C1) and English (C1). Everything is delivered remotely under a service contract with Good-ID Sàrl, which remains the employer and answers for the result.
Role and background
As an IT support technician specializing in mobility for international teams, I have developed expertise in troubleshooting mobile devices and managing corporate email systems, particularly for GSK. With proficiency in ServiceNow and Zendesk, I ensure operational continuity and high customer satisfaction for European and North American companies. I am ready to contribute my expertise in outsourced technical support and multilingual customer relationship management.
Professional Experience
IT Desk Technician – Mobility (English & French)
January 2025–December 2026 • Business Process Outsourcing (BPO) Company – Madagascar
Provided first-level technical support to GSK employees for their mobile devices (Android, iPhone, Apple Watch) and corporate email, ensuring rapid incident resolution. Managed the ticket lifecycle via ServiceNow, from qualification to escalation of complex issues, and assisted with user onboarding for new solutions. This role helped maintain operational continuity for the client’s international teams, improving their daily productivity.
Technical Support (French)
January 2023–December 2025 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Provided first-level technical support to French-speaking customers for resolving Wi-Fi and Livebox outages, ensuring service continuity. Managed a daily volume of incident tickets, effectively coordinating the necessary technical interventions and following up with customers until full resolution. Helped maintain a high level of customer satisfaction by providing clear and prompt solutions, thereby strengthening the company’s reputation for outsourced support.
Sales Consultant (French)
January 2022–December 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed all interactions with French-speaking customers (calls and emails) regarding billing and gas and electricity services. Provided expert assistance on payments, refunds, and contract terms, ensuring efficient resolution of inquiries. Generated additional and cross-sales of complementary services and options, directly contributing to increased revenue. Maintained a high level of customer satisfaction through active listening and personalized solutions.
Customer Service Representative (English) / Amazon Customer Service Representative
January 2021–December 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: U.S., U.K., and Canadian companies
Provided multichannel customer support (phone, chat, email) for English-speaking markets (United States, United Kingdom, Canada), handling inquiries regarding orders, deliveries, and refunds. Processed and tracked requests via Zendesk and internal tools, ensuring complaints were resolved in accordance with established procedures. Helped maintain a high level of customer satisfaction for a major e-commerce platform.
Skills
Hard Skills: Mobile IT Support, IT Incident Management, ServiceNow, Zendesk, Multilingual Support
Soft Skills: Problem Solving, Customer Focus, Intercultural Communication, Independence, Adaptability
Strengths: Proven experience working with European (France) and North American (Amazon, GSK) clients; expertise in remote customer relations and outsourced technical support
Degrees and Training
Bachelor’s Degree in Communication
January 2024–December 2026 • CNTMAD University, Antananarivo
Online Course in Basic Computer Skills
January 2024–December 2025
Science-Track High School Diploma
January 2018–December 2019 • LPCAG High School
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 6 years of experience
- Working languages
- Tools and software in use
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
- Multilingual Customer Relations and Administrative Support SpecialistFrench C1 · English C1 · Ref. 20137
- Trilingual Customer Service Representative (French, English, German)French C1 · English C1 · Ref. 20609
- International Multilingual Customer Support SpecialistFrench C1 · English C1 · Ref. 20373
- Senior Sales Representative & Bilingual Customer Service SpecialistFrench C1 · English C1 · Ref. 20342
- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- Multilingual Customer Support and Web Optimization Project ManagerFrench B2 · English B2 · Ref. 20117
- Customer Relations and Sales Support SpecialistFrench C1 · English C1 · Ref. 20685
- Head of After-Sales Service and Customer Relations - E-commerceFrench C1 · English C1 · Ref. 20448
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.