User Support Specialist

il y a 4 jours

Grand Est, France Helpware Temps plein

**About Us**:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

**Job Summary**

**Responsibilities**
- **Technical Support**: Respond to inbound support requests from clinical research site users, including troubleshooting software issues, resolving user errors, and answering product-related questions.
- ** Issue Resolution**: Diagnose and resolve technical issues effectively, escalating complex problems when necessary. Partner with internal teams to ensure issues are resolved within established SLAs.
- ** User Communication**: Maintain clear, courteous, and professional communication with users, keeping them informed of issue status and resolution progress. Provide step-by-step guidance as needed.
- ** Documentation**: Log all interactions and resolutions in the Intercom system, ensuring accurate and complete records. Update support documentation and FAQs based on recurring user questions or issues.
- ** Feedback Collection**: Gather user feedback on common pain points and areas for improvement, sharing insights internally to drive continuous improvement.
- ** Product Training**: Assist in creating knowledge base articles, video tutorials, and other training materials to support user onboarding and promote self-service.

**Qualifications**
- **Experience**: 2-3 years in customer support within a SaaS environment.
- ** Technical Skills**: Comfortable troubleshooting software with the ability to understand and explain technical issues to non-technical users.
- ** Communication Skills**: Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
- ** Problem-Solving**: Adept at identifying issues and providing effective solutions.
- ** Attention to Detail**: Detail-oriented, with the ability to follow processes accurately and log details consistently.
- ** Tools**: Experience with issue tracking and ticketing systems.

**Preferred Qualifications**
- **Industry Experience**: Familiarity with the clinical trial environment.

**We Offer**
- Medical insurance after the trial period;
- English classes;
- ** Schedule Mon - Fri 11 am - 8 pm Tbilisi time;**:

- Corporate training and parties;
- A comfortable office in the center of Tbilisi;
- Equipment provided for work;
- Official employment;
- Opportunities for professional development and career growth;
- Bonuses and motivation systems;
- The option to work fully remotely.

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