Customer Support Specialist

il y a 3 semaines

Lyon, Rhône, France Agatha Inc. Temps plein

Customer Support Specialist


Location: Lyon, FRANCE (opportunity to be remote)


Job Type: Full-Time


Introduction:

As a Customer Support Specialist at Agatha, Inc, you will play a key role in troubleshooting support issues and responding to inquiries from our global client base. You will be the front line of support for clients and customers and will help ensure that customers are satisfied with our application and features.


Responsibilities:

  • Respond to customer queries in a timely and accurate way via email/support portal.
  • Identify customer needs and help customers use specific features.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
  • Maintain knowledge base with information about technical issues and useful discussions with customers.
  • Share feature requests and effective workarounds with team members.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Product, Sales, and Marketing teams.


Qualifications:

  • High school diploma; additional certification in Customer Service is a plus.
  • 2+ years of experience in technical consulting, customer support, or a similar role.
  • Experience using help desk software and remote support tools.
  • Patience when handling tough cases.
  • Excellent problem-solving and communication skills.
  • Self-starter, ability to learn hands-on with minimal training.
  • Oral and verbal proficiency in English and French.


Preferred Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
  • Knowledge of JIRA-based support portal/help desk.
  • Knowledge of quality, regulatory and clinical processes in the life-science industry.
  • Strong understanding of regulatory (FDA/EMA) requirements (CFR 21 Part 11, EU Annex 11, GxP, etc.).
  • Experience troubleshooting HTML and Javascript.


What We Offer:

  • Best product: Agatha Cloud product is one of the best on the market. Agatha is easy to sell (with short sales cycles) and projects are delivered smoothly in a very short amount of time.
  • Autonomy: We believe this is a key to employee happiness and higher motivation.
  • Supportive team: We would like everyone to succeed with Agatha. You will be able to work and benefit from the support of highly skilled individuals. Your opinion will be highly valued.
  • Global/International growing company: The company’s Headquarters are in Japan. We have operations in Europe, the United States, Japan, and China. We have clients globally. You will have many opportunities to take on more responsibilities.


How to Apply:

Interested candidates should submit their resume and a cover letter detailing their qualifications and why they believe they are a fit for this role to talent@agathalife.com.

Learn more about Agatha, Inc.

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