This role involves providing high-level technical assistance to resolve issues related to a SaaS platform for inventory optimization and shortage management.
You’ll play a key role in ensuring a seamless experience for our customers through effective problem-solving and exceptional communication in both English and French.
Key Responsibilities:
- Investigate, diagnose, and resolve complex technical issues with our SaaS platform, utilizing advanced tools and SQL.
- Deliver clear and effective technical guidance to customers in English and French via email and video conferencing.
- Collect relevant information to resolve customer tickets and maintain detailed records in help desk systems.
- Work closely with internal teams to escalate and address unresolved issues promptly.
- Balance multiple open tickets, ensuring timely and accurate resolutions without compromising customer satisfaction.
- Build strong relationships with clients through proactive, responsive, and professional support.
Qualifications:
- Previous experience in technical support or a similar customer-facing technical role.
- Proficiency in English and French (written and spoken) is mandatory.
- Expertise in SaaS applications and strong proficiency with SQL.
- Familiarity with ticketing and help desk platforms like Zendesk or JIRA.
- Excellent analytical skills to diagnose and troubleshoot issues effectively.
- Strong interpersonal and communication skills, with the ability to explain technical concepts clearly.
- Ability to prioritize and handle multiple tasks efficiently in a fast-paced environment.