WHAT YOU'LL DOProvide Tier 2 Client Support via phone and email channels
Identify the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to complex application or system issues
Develop and document standard operating procedures (SOPs), workflows, and best practices.
Document each customer contact using our contact tracking system in a clear, concise and understandable format
Escalate unresolved customer issues with all pertinent information included, to Tier 3 Customer Centric Engineering or other appropriate technical teams
Continuously follow up with clients on status of issue within our defined milestones.
Lead or actively participate in internal projects such as improvements to processes, training development, capturing and maintaining knowledge repository
Act as a liaison between Support and Product Development and serve as escalation point for escalated issues from internal Sales and Success teams
Provide coaching, guidance, and informal leadership to support staff, fostering knowledge sharing and skill development.
Assist in onboarding and training new support team members.
WHAT YOU'LL NEEDFluency in French is required - this role involves specific technical vocabulary in French
Experience with Salesforce.com or similar CRM systems (beneficial).
Working knowledge of XML, SQL, HTML/CSS.
Positive attitude and willingness to learn
Advanced knowledge in addressing user inquiries in one or more of the team's core applications.
Strong customer service and interpersonal skills
Excellent written and verbal communication
Ability to handle high-pressure situations with professionalism
