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.
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 questionsEscalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolutionResource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questionsProactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communicationCollaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfactionTranslation: You may be asked to translate Support documentation and Product translations, as neededPerformance Metrics: Meet or exceed established performance metrics, including response and ticket resolution timesQualifications
Fluent in French and EnglishPrevious experience in a customer service or technical support role. Experience in a B2B or SaaS company preferredA customer-focused attitude with a genuine desire to help customersExcellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customersStrong problem-solving skills and a proactive approach to finding solutions to technical issuesWillingness to work collaboratively in a team environment and learn from othersEffective time management skills and the ability to handle multiple tasks simultaneously
