Customer Support Analyst

Birmingham – UK office
111 Hagley Rd, Birmingham, West Midlands, B16 8LB, UK

We are looking for a Customer Support Specialist to assist our French customers with their technical problems when using our KeySurvey and Form.com applications.

For this role, the key responsibilities will include: answering customer queries, recommending solutions and known workarounds, provide full customer training, and guiding users through new features and functionalities.

A successful candidate will be expected to be familiar with common IT software (i.e. MS Office suite, Salesforce, JIRA) and standard support/escalation processes. They will also need to be completely fluent in French and be able to satisfy a 8:30 am-5pm schedule.

Responsibilities

  • Respond to incoming customer queries via phone, email or chat (French)
  • Identify customer needs to help customers troubleshoot and consult on specific use cases or issues
  • Replicate, analyze and document/report product defects (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Identify when issues require further escalation and engage with offshore teams for technical issue resolution
  • Provide online trainings for new customers
  • Travelling abroad to provide advanced and/or specific trainings for new and existing customers (French territories)
  • Share feature requests and effective workarounds with team members
  • Follow up with customers to ensure that their technical issues are resolved
  • Help the French technical team to build projects using the platform

Requirements:

  • French speaking (Fluent / Native)
  • At least 1-year experience as a Customer Support Specialist or similar Technical Support/Help Desk role
  • Experience working with SaaS solutions and technologies
  • Experience using common IT software (MS Office Suite – Word, Excel, Outlook, JIRA, SaaS solutions,) help desk software, and remote support tools (i.e. Go to Meeting, WebEx)
  • Excellent communication and problem-solving skills
  • Ability to multi-task and prioritize issues
  • Patience when handling tough cases
  • Customer focused, experience in handling issues and/or customer complaints
  • Excellent written and verbal communication skills in French and English
  • Experience working with remote technical teams is a plus

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