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Client Support Coordinator

Il y a 3 mois

Paris, Île-de-France Radancy Temps plein

Overview

At Radancy, our commitment to customer success drives our mission, and we are in search of a dedicated, results-oriented Customer Support Specialist .

In this role, you will facilitate the effective implementation and continuous support of our clients utilizing the Radancy Talent Acquisition Platform. Your main objective will be to ensure seamless usage, adoption, and upkeep for our customers. You will collaborate with the Delivery Lead during the implementation and integration phases to fulfill established requirements. Close cooperation with cross-functional teams, including customer success personnel, designers, developers, and client stakeholders, will be essential to guarantee ongoing customer assistance, issue resolution, and overall client satisfaction. A strong set of customer service skills and technical proficiency in a SaaS environment are vital for success in this position. You will guide clients on their journey to success by leveraging resources across the organization to enhance the adoption and growth of Radancy's Talent Acquisition Cloud.

We recognize that diverse candidates may hesitate to apply unless they meet every qualification listed. Our priority is to find the most suitable candidate for the role, and we encourage all interested individuals to apply, regardless of whether they meet every requirement outlined below.

Responsibilities

Key Responsibilities of a Customer Support Specialist include:

  • Oversee post-launch customer support for ongoing maintenance, change requests, and any bugs or production issues.
  • Cultivate strong relationships and communicate effectively with project stakeholders, including clients, internal Customer Success teams, and external partners, to gather requirements, provide updates, and address project-related concerns.
  • Offer product consultation to clients to identify solutions that best meet their needs.
  • Collaborate closely with delivery and product development teams to identify, report, and resolve product-related issues and requests.
  • Manage the escalation of issues as necessary.
  • Develop expertise in product, technical, and functional areas across the organization.
  • Set up and maintain user accounts, profiles, workflow rules, and application settings.
  • Assist with system enhancements, user applications, and QA/UAT Testing.
  • Maintain precise project documentation, including project plans, progress reports, and status updates. Generate comprehensive reports for stakeholders, highlighting key project metrics, risks, and achievements.

Qualifications

  • Bachelor's degree in Communications, Computer Science, Business, or equivalent work experience.
  • 1-3 years of experience in customer or technical support.
  • Bilingual proficiency in English and French.
  • Availability to work in-office 3-5 days per week, aligned with team schedules.
  • A passion for resolving technical issues and a commitment to exceptional customer service.
  • Strong planning, organization, prioritization, and independent problem-solving skills, seeking assistance when necessary.
  • Excellent communication (oral and written), interpersonal, organizational, and presentation abilities.
  • Strong project management capabilities.
  • A sense of accountability and urgency.
  • Familiarity with software development methodologies (Scrum, Agile, Waterfall, etc.).
  • Experience with or exposure to JIRA, along with a basic understanding of HTML, CSS, JavaScript, XML, and APIs is advantageous.

Radancy is an equal opportunity employer, welcoming all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively strive to create an inclusive environment where all employees can thrive.