Offer summary

Qualifications:

Fluent in French and English., Previous experience in customer service or technical support, preferably in a B2B or SaaS environment., Strong problem-solving skills and a customer-focused attitude., Excellent written and verbal communication skills. .

Key responsibilities:

Respond to customer inquiries via phone, email, and chat, conducting initial troubleshooting.

Escalate complex issues to team leads while ensuring smooth information transfer.

Utilize internal resources to provide accurate solutions to common issues.

Collaborate with team members to improve support processes and customer satisfaction.

Job description

About the Role

This role is an integral part of the Customer Support team and is responsible for troubleshooting and solving support inquiries. As a Customer Support Advocate, you will be the first point of contact for customers seeking assistance. Your role will involve providing prompt and effective solutions, ensuring customer satisfaction, and laying the foundation for a positive support experience. This shift will be during European business hours.

Responsibilities

Initial Troubleshooting: Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions

Escalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution

Resource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions

Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication

Collaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction

Translation: You may be asked to translate Support documentation and Product translations, as needed

Performance Metrics: Meet or exceed established performance metrics, including response and ticket resolution times

Qualifications

Fluent in French and English

Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company preferred

A customer-focused attitude with a genuine desire to help customers

Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers

Strong problem-solving skills and a proactive approach to finding solutions to technical issues

Willingness to work collaboratively in a team environment and learn from others

Effective time management skills and the ability to handle multiple tasks simultaneously

Required profile