Technical Support Specialist, Paris

Our client is an international consulting company specialized in strategy, innovation and marketing education. Our client designs and develops computer simulations that allow users to test their knowledge and their ability to make decisions in a risk-free environment.

We're currently seeking a technical support specialist.

Role

• Provide technical support and implementation assistance of solutions to the worldwide clients primarily by use of email and telephone (interface directly with end-consumers)
• Assess customer needs and resolve issues thereby building a solid and satisfied customer relationship
• Assist the Marketing and Sales team, on technical issues
• Report bugs, issues and ideas for improvement to the software development team

Tools used / Technical Competencies

• Provides 2nd level technical support
• Zendesk (support management platform) to handle incoming inquiries and populate the database of frequently asked questions
• Telephone or web-meeting (GotoMeeting) to handle urgent inquiries
• Standard tools like Excel, SQL Databases (knowledge of SQL requests manipulation required)

Profile

• Either Technical background (diploma of higher education, BS, BSc, DUT or BTS) with client relationship sensibility, or commercial/client relationship profile keen on support and sensible to technical environments
• Professional English speaking and writing required (all communications are in English). Spanish and French appreciated but not a prerequisite
• Demonstrated professional phone manner and presence with a customer-focused attitude toward issue resolution (attitude with a "can-do" approach must be apparent in all communications)
• Strong capabilities and experience in listening and understanding customers
• Detail oriented
• Ability to endorse the responsibility of a case until solution is found (focus on problem solving and high quality service ensuring customer satisfaction)
• Highly organized and able to manage priorities to follow up multiples cases over several days and work in an autonomous manner
• Creative and questioning mind to help the development team design alternative solutions based on customer feedback

This position is based in Paris.

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