Consultant Support Legal Software

About the Role

As a Specialist in Customer Service Technical, you will play a foundational role in delivering essential technical support to our clients. You'll assist with the installation, troubleshooting, and maintenance of our products and services, ensuring our customers have a seamless experience. Your support will be vital in resolving basic technical issues and creating a positive post-sale experience.

Responsibilities

• Assist with installation procedures and initial setup of products/services.
• Provide basic troubleshooting for common technical issues.
• Document customer inquiries and technical issues accurately.
• Follow detailed scripts and guidelines to resolve customer problems.
• Escalate complex issues to higher-level specialists when necessary.
• Participate in routine training sessions to improve technical skills.
• Track and log resolutions in the customer service management system.
• Support customers in basic usage of products and services.
• Maintain updated knowledge of product features and updates.
• Provide feedback on common customer issues to contribute to knowledge base improvements.

Skills

• Basic Troubleshooting: Ability to diagnose and resolve common technical problems.
• Customer Relations: Excellent communication skills to interact effectively with customers.
• Documentation: Accurately log issues and resolutions.
• Product Knowledge: Basic understanding of company products and services.
• Technical Aptitude: Capability to understand and follow technical scripts.
• Time Management: Efficiently handle multiple customer inquiries.
• Escalation Management: Identify when to elevate issues to higher-level support.
• Training Attendance: Willingness to attend and participate in training sessions.

Languages: Fluent in French and English

Location: Bois-Colombes (hybrid)