Senior Customer Service Agent

Founded in 2001 in France and now part of ITRS Group, ip-label is a leading provider of Digital Experience Monitoring through its AI‑powered Ekara platform, serving over 310 enterprise customers worldwide.

At ITRS, we make society’s critical technology work by delivering automated, holistic IT observability solutions trusted by 90% of Tier 1 capital markets firms and thousands of organizations globally.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you – We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.
• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.
• Room to grow – Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

The Role

Under the responsibility of the Customer Service Leader, the Customer Service Agent is responsible for triaging, handling, and resolving incidents reported by clients through our incident management tool.

• You will conduct preliminary investigations and resolve incidents, update tickets, and collaborate with other departments to provide workarounds and fixes when necessary.
• You will also participate in the development and deployment of new user scenarios and ensure the operational maintenance of the various services delivered to our clients through our products and services.

To achieve this, you will be trained on all our products and services as well as on customer relationship management.

You must be dynamic, curious, quickly autonomous, and eager to resolve both technical and non-technical customer issues related to our products and services. This is an excellent opportunity for someone looking to develop expertise in customer relations, master our various products and services, and grow within the company over time.

As a Senior Customer Service Agent, you will be responsible for:

• Handling Level 1 incident tickets
• Performing preventive or corrective actions before client escalation
• Developing new client scenarios
• Conducting performance analyses of scenarios
• Gradually handling Level 2 incidents
• Participating in client meetings for ticket follow-up and standard incident management

Requirements

• Strong Web Knowledge

• Solid Network Knowledge
• Good understanding of Systems (Windows/Linux)
• Basic Programming Knowledge
• Strong Analytical Skills
• Technical Proactivity and problem-solving mindset
• Fluency in French and English (written and spoken)

Soft Skills :

• Excellent Time Management & Productivity (N2 level)
• Strong Communication Skills (N2 level)
• Effective Cooperation & Teamwork (N2 level)
• Solid Problem-Solving Skills (N2 level)
• Demonstrated Initiative (N3 level – ability to anticipate and act proactively)

Benefits

• Group health insurance (or simply Group insurance, depending on context)
• Meal vouchers
• Performance bonus
• Referral Bonus
• Buy and Sell Holiday
• Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.