Customer Support Specialist
Il y a 2 mois
Critères de l'offre
Description du poste
**You'll be responsible for**:
Responding to customer inquiries across communication channel (CRM and phone)
Analysing and investigating the details of the customer's inquiry and make the necessary research to respond accurately and completely while maintaining SecuTix Processes and Policy
Ensuring that escalated inquiries have been resolved and that the customer is satisfied with the outcome
Meeting predefined SLA's ensuring the customer's request has been fully resolved to their satisfaction
Redirecting customer inquiries to the appropriate department, member staff or manager if unable to resolve and keeps customer informed of the progress
Identifiying the root cause of customer issues and takes actions to prevent future contacts
Handling complicated customer issues with patience and perseverance
Organizing and conducting regular meetings with our key customers showing incident delivery status and overall performance (SLA)
Being on duty and/ or shifts outside business hours including weekends and bank holidays
Meeting pre-defined SLAs ensuring a customer's request has been fully resolved to their satisfaction
Following incident management processes to co-ordinate customer requests with the appropriate resolver group where required
Managing communications with the customer and keeping them informed on progress
Contributing to the online knowledge base
Delivering professional services related to ticketing configuration and/or data import
Providing on-duty cover which can include outside business hours, weekends and bank holidays
Reporting and escalating to management as needed
Description du profil
Bachelor's degree in computer science, telecommunications or network engineering
More than 2 years' experience as Customer Support specialist in a Ticketing industry or an IT service company
**SQL**: Programming language for querying, manipulating and managing databases
HTML, CSS, Android, Google tag Manager, Passbook, Kibana or equivalent tool
Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met.
Multitasking, calm
Expertise working with a CRM (Salesforce a +)
Demonstrate strong collaboration skills
Writes and communicates clearing and effectively when responding to a customer request with a keen focus on customer satisfaction
Resourceful and creative when solving problems and developing ideas
Displays a service/ support oriented attitude to ultimate customers
**Languages**: Fluent in French and English
Salaire et avantages
A stimulating and professional working environment in a dynamic team with extensive expertise
Exciting projects using the latest technologies
Flat organizational hierarchies and cross-functional teamwork
Close contact with customers in the creative, sports and entertainment industries
A supportive culture with excellent opportunities for professional and personal training and development
Principal office located in Paris, remote working offered (2 days per week)
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