French-Speaking L1 Tech Support Advocate (Remote)

Position Overview

• Location Type: European Business Hours (Shift)
• Job Type: Full Time
• Salary: Not Specified

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.

Requirements

• Language Proficiency: Fluent in French and English
• Experience: Previous experience in a customer service or technical support role.
• Industry Preference: Experience in a B2B or SaaS company is preferred.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts in a simple and understandable manner to non-technical customers.
• Problem-Solving Skills: Strong problem-solving skills and a proactive approach to finding solutions to technical issues.
• Teamwork: Willingness to work collaboratively in a team environment and learn from others.
• Time Management: Effective time management skills and the ability to handle multiple tasks simultaneously.

Responsibilities

• Initial Troubleshooting: Respond to customer inquiries via phone, email, and chat.
• Conduct Initial Troubleshooting: Diagnose and resolve technical issues and answer product questions.
• Escalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution.
• Resource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions.
• Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication.
• Collaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback.
• Continuous Improvement: Contribute to the continuous improvement of support processes and customer satisfaction.
• Translation: You may be asked to translate Support documentation and Product translations, as needed.

Application Instructions

• Not Specified