Customer Support Specialist Full Time

Description:

• Managing customer relations via the ticketing system and meetings: As the main point of contact with customers, you will provide fast, useful answers to their questions and requests in line with pre-established processes. You must show empathy and find the best solutions to their problems, either internally with the team or by consulting experts from other teams.
• Develop product expertise: Your position requires you to constantly learn about our products, their features, and functionalities to help customers answer their questions, solve their problems, and provide feedback. You’ll need to communicate technical information, adapt to new updates and releases, and pass on complex requests to various internal teams.
• Objectives and KPIs: You will be responsible for helping the team achieve its qualitative and quantitative objectives, guaranteeing customer satisfaction and loyalty by ensuring the quality of your responses and those of the team and our suppliers.
• Improving our internal and external documentation: Suggest improvements and updates to our claims handling processes, FAQs, user guides, tutorials, and other resources to help customers find answers and solve problems independently. You must ensure the information is accurate, relevant, accessible, and easily understood.
• Suggest improvements to support procedures: You’ll also have the opportunity to suggest improvements to the processes, workflows, and tools that help us deliver high-quality customer support. You will work with your manager and other team members to identify issues and opportunities for optimization and change to make the team’s day-to-day work more efficient. This may involve setting up automation with the performance team, suggesting features with the team, or working with other customer-facing teams.

Requirements:

• At least 2 years of solid experience in customer support.
• Professional proficiency in French and English.
• Experience in a SaaS offering, a technology company, or another fast-moving work environment.
• Proactive, meticulous, rigorous, motivated, able to manage your time and assigned priorities effectively, and aims for perfection in all tasks.
• Ability to understand and explain technical concepts in simple terms.
• Problem solver mindset: creative, resourceful, and positive in the face of challenges.
• Focus on customer satisfaction and well-being: genuinely empathetic, caring, and responsive to customers’ needs and expectations, able to build trust and loyalty.

Benefits:

• Competitive salary + company bonus.
• Hybrid / Remote Work Model.
• 25 days of holidays/year (+3 days offered by lempire).
• Alan Blue: Comprehensive 100% premium medical coverage for you and your family.
• Swile Meal Tickets: Enjoy daily meal tickets to fuel productivity.
• Gear: Get the laptop tools and equipment you need for your job.
• Team building: Annual meet-ups in cool places around the world.