Our American multinational partner company, which is supporting its clients in different areas, is looking for French speakers, experienced CSR colleagues as well as junior candidates for their team.
Job description:
Our client is obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.
The Sr. Technical Support Expert is a strategic customer advisor and the internal voice for the customer base. The Sr. Expert will both have the accountability and responsibility to deliver on Customers’ needs. This role acts as a liaison between customers and all functional areas within our client to resolve technical support inquiries. Working with resources across the client’s organization, the Sr. Expert expedites the resolution of issues to empower customers to reach their greatest success potential.
Benefits:
- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
- Risk and accident insurance
- Chance to be part of a rapidly expanding organization
- Training and continuous learning and certification opportunities
- Multilingual environment, native colleagues
- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
- Reimbursable language courses
- Team events and Company events (cool and youthful parties with team-games)
- High value awards and recognitions, annual bonus for top performers, and annual salary review
Your tasks will be:
- Service window: Monday to Friday 7am - 8pm
- On site work twice a week
- Provide exceptional support for our applications and associated services
- Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc.
- Meet and exceed service level goals
- Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
Requirements:
- For starters High School Diploma is a minimum
- For the Expert position collage degree is a must
- Expert understanding of desktop operating systems including Microsoft Windows 2000
- General understanding of internet technologies
- In the Expert position 1+ years experience of Subscription or Sales Support including account maintenance, billing/contract and admin tasks
- Fluent or close to native in French; at least upper-intermediate English
- Understanding of Windows, Android and Apple OS is a plus
- Experience using Salesforce.com a plus
- Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
- Self-motivated, highly collaborative, creative, goal-oriented and team-centric
- Ability to maintain composure in critical situations and communicate clearly with customers
- Attention to detail, excellent organizational skills, superior time management skills
- Ability to work independently and problem solve in a rapidly changing
- Experience in a customer or technical support role
