French - speaking L1 Tech Support Advocate (remote) - Remote Eligible

French-Speaking L1 Tech Support Advocate (Remote)

Responsibilities

• Initial Troubleshooting : Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to 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. 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
• Performance Metrics : Meet or exceed established performance metrics, including response and ticket resolution times

Qualifications

• Fluent in French and English
• Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company preferred
• A customer-focused attitude with a genuine desire to help customers
• Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers
• Strong problem-solving skills and a proactive approach to finding solutions to technical issues
• Willingness to work collaboratively in a team environment and learn from others
• Effective time management skills and the ability to handle multiple tasks simultaneously