Customer Support Specialist

il y a 2 semaines

Bordeaux, France Lumivero Temps plein

**Job Duties**
- Provide excellent customer support to customers worldwide, playing a key role in ensuring a highly positive customer experience.
- Identify anomalies or unusual issues raised by customers and propose effective solutions.
- Assess and prioritize customer requests to expedite resolution and focus quickly on urgent issues.
- Escalate unresolved issues to the appropriate internal teams in case of highly technical problems or problems beyond your immediate capabilities. You will diligently monitor the progress of these escalations.
- Embrace customer-centricity by taking ownership of customer requests and ensuring they have the best possible experience. You will be the primary point of contact for all support inquiries, troubleshooting procedures, resolution times, progress updates, and customer communication.
- Gather prompt and accurate feedback from customers. In addition to resolving their issues, you will follow up with customers to confirm the effectiveness of the solutions and note any suggestions they have to enhance their experience.
- Provide knowledge materials such as FAQs, solution articles, and best practices based on your learning from customer requests, to prevent similar issues in the future.
- Optimize our existing processes and enhance our best practices. Continuously seek ways to improve our operational efficiency and effectiveness by refining our workflows and incorporating new insights into our best practices.
- Test the software's new features and actively participate in quality improvement. Your feedback and insights will contribute to the ongoing efforts to enhance the quality and performance of our product, ensuring an exceptional experience for our customers.

**Requirements**:

- Bachelor's degree (Bac+4/5) in applied mathematics, statistics, or data science from a university or engineering school.
- Proficiency in Excel and statistical analysis software.
- Organized and meticulous, possess a customer-oriented mindset, and are attentive to their needs. Team player and have excellent interpersonal skills.
- You can effectively transcribe and analyze customer feedback in a structured manner.
- You are fluent in written and verbal French and exhibit a professional proficiency in English.
- Proficiency in other languages would be an advantage.
- Able to work at Bordeaux office, with a hybrid work from home opportunity.

**Environment & Benefits**
- Restaurant vouchers (SWILE card).
- 50% reimbursement of transportation expenses if working onsite

**Creating insights is the core of everything we do.**

At Lumivero, our mission is to enable customers to organize, analyze and report on data to gain compelling new insights that spark action. Lumivero leverages the combined capabilities of leading data software solution providers, QSR International, Palisade, and Addinsoft, to empower customers in business and academia to make an impact like never before.

Lumivero team members are operating across five continents in a remote-first work environment. This global commitment helps us to continuing to keep our users our top priority, and positions us to provide better experiences, better support, and better products with global impact.

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