Customer Support Agent

Summary

Join DataCandy as a bilingual Customer Support Agent and help businesses thrive by providing expert guidance and troubleshooting support for our gift and loyalty platform. You will be responsible for providing timely and efficient support, prioritizing first-contact resolution, and following up with clients. Your role involves tracking support metrics, implementing process enhancements, managing gift card orders, and collaborating with technical teams. This position requires 2+ years of customer support experience, fluency in French and English, and strong troubleshooting skills. DataCandy offers competitive compensation, equity, flexible time-off, career development opportunities, and the ability to work from home.

Requirements

• 2+ years of experience in customer support or a related field
• Fluency in French and English, with excellent verbal and written communication skills
• Strong troubleshooting skills to quickly diagnose and resolve customer issues
• Customer service mindset, with a passion for helping users and ensuring their success
• Effective communication skills, with the ability to explain technical concepts clearly
• Proactive approach to problem-solving, ensuring no issue is left unresolved
• Ability to stay calm under pressure, handling urgent issues or difficult customer interactions professionally

Responsibilities

• Provide timely and efficient support during business hours, meeting service level expectations
• Prioritize first-contact resolution, ensuring most issues are addressed immediately or within the same day
• Follow up with clients on open tickets, driving quick resolutions and high customer satisfaction
• Track and analyze support metrics, reporting key insights to improve service quality
• Implement process enhancements to maintain and improve support KPIs
• Manage gift and loyalty card orders by coordinating with third-party manufacturers
• Continuously improve and refine support processes to align with evolving customer needs
• Work closely with developers and technical teams to troubleshoot and resolve complex platform-related issues

Preferred Qualifications

• Experience with Microsoft Excel
• Basic programming or coding knowledge
• Understanding of contact center KPIs (e.g., first call resolution, customer satisfaction, and average handling time)

Benefits

• Compensation tied to market data
• We reward for contribution
• Everyone gets equity
• Flexible Time-off
• We’re committed to career development
• Work from home