Position Summary
The Technical Support Expert embodies a crucial role in account's technical service delivery, serving as a strategic advisor to customers and acting as their primary advocate within the organization. Our relentless pursuit of delivering exceptional customer experiences is epitomized by the Customer Support Expert, who combines technical expertise, customer-centricity, and collaborative prowess.
At the forefront of customer interaction, this role is dedicated to educating, troubleshooting, and delighting customers across a spectrum of technical and non-technical challenges. From resolving intricate product issues to addressing billing inquiries, the Technical Support Expert leverages their technical acumen and interpersonal skills to provide comprehensive assistance.
Moreover, as a liaison between customers and internal departments, the Technical Support Expert channels customer feedback to influence support practices and processes positively. By collaborating with diverse teams within the account, they expedite issue resolution and contribute to enhancing the overall customer experience.
In essence, the Technical Support Expert plays a pivotal role in empowering customers to derive maximum value from client's software, fostering customer satisfaction and loyalty through their unparalleled dedication and expertise.
This Support Expert will act also as a communications bridge for our customers using their preferred language while advocating for relevant and appropriate cultural references to provide the best world-class customer experience.
Responsibilities
- Proactive and Reactive Support: Deliver proactive and reactive support for customers, partners, and internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between client and the customers.
- Technical Support: Provide exceptional technical support for client products and associated services.
- Issue Troubleshooting: Handle incoming support channels to troubleshoot customers inquiries and issues with client products, including account access, setup, document workflows, billing, etc.
- Support Tools Utilization: Utilize support tools and resources necessary to solve customers issues and queries, including telephone, chat, client proprietary systems, browser developer tools, internal admin console, SQL, and text analysis tooling.
- Product Improvement Identification: Proactively identify improvements to the product, identify bugs, and discover high-impact opportunities to enhance the customer experience.
- Product Promotion: Promote client products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.
- Escalated Case Management: Manage non-complex escalated cases from internal channels to troubleshoot issues customers face when using client products.
- Service Level Goals: Meet and exceed client Customer Support service level goals for areas of product expertise.
- Communication Management: Manage communication between client and customers, ensuring timely updates and effective resolution of issues.
- Customer Advocacy: Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.
- Internal Peer Support: Provide support for internal peers on product knowledge and engagement paths including translation to and from English to the customer's language.
- Translation Assistance: Contribute to reviewing and translating localized language content as needed. Manage communication between client and the customers using their preferred local language.
Basic Qualifications
- Proficient in both French and English, with a minimum CEFR C1 level in French and CEFR B2 level in English.
- Demonstrated excellent verbal and written communication skills in both French and English.
- Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, or an equivalent combination of education and experience.
- Previous customer-facing experience involving IT-related topics (e.g., technical support, SaaS troubleshooting, customer support, or similar).
- Self-motivated and goal-oriented, with strong organizational and time management skills.
- Ability to remain composed in critical situations and communicate effectively with internal and external stakeholders.
- Strong collaboration skills and the ability to work effectively across teams.
- Understanding of log analysis and troubleshooting using tools such as Fiddler, HAR Analyzer, browser developer tools, or similar network analysis tools.
