Customer Support Specialist

This role is offered on a hybrid basis from Paris office or fully remote in France on full time employment basis. We speak in English at work, so it's important that you have a good level of English language._

**Your Mission**

As a Support Specialist, you will be responsible for helping our French & English-speaking customers understand the Talent Management Suite, that enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software - all in one place, by answering questions and solving problems as they arise.

Our support team plays a vital role in our organization's success as the support agents are constantly in touch with our beloved customers. We take pride in our CSAT (customer satisfaction score) score of 97% which is a good indicator of how big of an impact you can have as a Support Specialist. Successful team members are fast learners, and team players and are obsessed with giving our customers the best customer service possible with prompt replies and solutions that work.

**About the Team**

We are a growing team of 20 Customer Support Specialists across Amsterdam, New York, Paris and Poland offices and our mission are to assist, educate, troubleshoot, and go above and beyond to resolve customer and platform problems.

The team works closely together on a daily basis and supports each other no matter the difficulty of the customer requests. Weekly team meetings, as well as regional meetings, allow for open communication and great team bonding.

**Your 12-month journey**
- The first 3 months_ you will spend focusing on learning everything there is to know about Tellent: understand the products, our processes, the teams, the customers, and more. You will be working closely together with the other team members and have answered your first customer questions and solved a few problems.
- After 3 months_, you will have taken responsibility for the care of our French & Row customers, taken further steps in understanding inbound support requests, and started to learn even more about the software.
- After 1 year, _you will know the Talent Management Suite inside out, you’ll be the real product advocate and nurture our users with efficient resolutions to their inquiries.

**What you’ll do**:

- Be responsible for the care of our French & English speaking customers, resolving issues, answering questions, and listening to their feedback
- Know Tellent inside out; you’ll know the product better than anybody and serve as the voice of the customer; they will also be the internal product referent and work closely with other customer-facing departments (sales, customer success)
- Work on side projects (Help Center, Internal Knowledge Base) to develop yourself, the support team, and the whole company
- Automatically gain a seat on the product team, providing feedback to ultimately make us the best software around

**What you'll bring to the team**:

- 1 year of experience in a customer care/client-facing role
- Fluent French & excellent English language skills
- You will be working closely with our technical team, so possessing strong technical skills is highly advantageous
- Strong interpersonal skills and a passion for consistently providing a great customer experience
- Experience in troubleshooting tech issues and replying with information in an understandable way to customers.
- A customer-centric approach: you turn towards customers with empathy and are understanding of their problems
- A team player & collaborative attitude: you put the team's success before your own interest and you like working on projects with various departments
- A curiosity-driven mindset: you are keen to learn and understand more about the teams, products, and customers
- Great listening skills: you can turn customers' feedback into product improvement suggestions
- Adaptability: you are open to learning new things and are comfortable being in an environment where a lot of experimenting takes place
- Eagerness to develop: you're receptive to constructive feedback and you are keen to advance your skills

**Why Tellent**

Great office located in the heart of Paris, near Pigalle, in the 9th district
- The salary for this position is between €32,000 - €35,000 annually Flexible remote work policy
- Flexibility to work from home or from our beautiful office in the centre of Paris.

Alan Blue Healthcare plan ❤️‍ 50% Pass Navigo reimbursed 25 paid holidays per year + RTT (between 7 and 12 days, depending on the year)
- You deserve your rest We encourage you to take your holiday days and book them in. It’s good to get away from work now and then

1 sophrology session per month MacBook and iPhone (if needed in the job) provided
- On your first day, you will find on your desk the equipment that you’ll need to do your job.

Subscription plan to Moka.Care to take care of yourself
- As part of our long-term wel