The ideal candidate will have strong problem-solving skills, hands-on experience with SaaS applications, and the ability to manage customer interactions effectively in both English and French.
Key Responsibilities:
- Diagnose and resolve technical software usage issues using advanced tools and SQL.
- Communicate solutions to customers in both English and French via email or video conferencing, guiding them through issue resolution.
- Collect and document requirements for resolving customer support tickets.
- Escalate unresolved issues to appropriate internal teams when required.
- Maintain and update records of support activities in help desk and ticketing systems.
- Use internal resources and external tools to deliver accurate technical solutions.
- Manage multiple open tickets simultaneously while maintaining customer satisfaction.
- Foster positive relationships with customers through prompt and effective support.
Qualifications:
- Proven experience in a technical support or similar role.
- Fluency in French and English (both written and spoken) is required.
- Hands-on expertise with SaaS software and SQL.
- Familiarity with help desk systems and ticketing tools (e.g., Zendesk, JIRA).
- Ability to diagnose and troubleshoot technical issues effectively.
- Strong problem-solving and communication skills.
- Organizational skills to prioritize and manage multiple tasks.