Customer Support Specialist
4 weeks ago
We are a fast-growing technology company based in Paris, France, India (Virtual), and Minneapolis, USA. Our innovative platform, FieldLogs, is used by enterprise technicians to digitize various processes. We are seeking a skilled Customer Support Specialist to join our team.
Job SummaryWe are looking for a highly motivated and technical Customer Support Specialist to provide exceptional support to our customers. The ideal candidate will have a strong analytical mind, excellent communication skills, and the ability to work well under pressure.
Key Responsibilities- Respond to customer queries in a timely and accurate manner, primarily through our dedicated Support platform.
- Determine the criticality of customer issues based on customer communication, project progress, and other factors.
- Understand and enforce customer Service Level Agreements (SLA) and report against them as necessary.
- Assist with kickstarting a Knowledge Base (KB) to ease Support for common issues.
- Analyze and report product malfunctions to the Development team.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Assist in training junior Customer Support Representatives.
- Bachelor's degree in Information Systems, Engineering, Computer Science, or a related field.
- Previous experience as a Support Specialist is a strong plus.
- Experience using help desk software and remote support tools.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities.
- Exposure to software design and development lifecycles.
- Ability to work well under pressure.
- Excellent interpersonal and external communication skills with a very good level of proficiency in spoken and written English.
We offer a competitive compensation package depending on your profile. You will have a unique opportunity to be part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive.
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