Tech Support Advocate

Summary

Join our Customer Support team as a Customer Support Advocate and become the first point of contact for customers seeking assistance. You will troubleshoot and solve support inquiries, providing prompt and effective solutions during European business hours. This role involves initial troubleshooting, escalating complex issues, utilizing internal resources, and proactively communicating with customers. Collaboration with team members and continuous improvement of support processes are key aspects. You may also contribute to translating support documentation and product materials. Success in this role requires meeting or exceeding established performance metrics.

Requirements

• Be fluent in French and English
• Have previous experience in a customer service or technical support role
• Possess a customer-focused attitude with a genuine desire to help customers
• Have excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers
• Possess strong problem-solving skills and a proactive approach to finding solutions to technical issues
• Be willing to work collaboratively in a team environment and learn from others
• Have effective time management skills and the ability to handle multiple tasks simultaneously

Responsibilities

• Respond to customer inquiries via phone, email and chat
• Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions
• Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution
• Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions
• Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication
• 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
• You may be asked to translate Support documentation and Product translations, as needed
• Meet or exceed established performance metrics, including response and ticket resolution times

Preferred Qualifications

Have experience in a B2B or SaaS company