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DESCRIPTION
- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
- Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps.
- Escalate complex or atypical cases to higher-level technical support as needed.
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
REQUIREMENTS
- 1 year of technical and customer support experience is required.
- Proficiency in both written and spoken French and English
- Higher-level technical education is preferred.
- Certifications relevant to the product are helpful.
- Technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
- Enjoy solving complex technical issues.
- Customer-obsessed, take the initiative, and exceed expectations.
