French-Speaking L1 Tech Support Advocate - Remote

Overview

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.

In Short

• Initial Troubleshooting: Respond to customer inquiries via phone, email and chat.
• Escalation: Escalate complex issues to team leads or appropriate internal teams.
• Resource Utilization: Utilize the internal knowledge base for accurate information.
• Proactive Communication: Keep customers informed about ticket progress.
• Collaboration: Work closely with team members and cross-functional partners.
• Translation: Translate Support documentation and Product translations as needed.
• Performance Metrics: Meet or exceed established performance metrics.

Requirements

• Fluent in French and English.
• Previous experience in a customer service or technical support role.
• A customer-focused attitude.
• Excellent written and verbal communication skills.
• Strong problem-solving skills.
• Willingness to work collaboratively in a team environment.
• Effective time management skills.

Benefits

• Opportunity to work in a dynamic team environment.
• Gain experience in a B2B or SaaS company.
• Develop communication and problem-solving skills.