Job Description

POSITION SUMMARY

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We are seeking a highly motivated and experienced Senior Support Services Specialist to join our team. This role plays a critical part in ensuring the delivery of high-quality support services across our business. The ideal candidate will have a strong background in customer service, technical support, process improvement, and stakeholder engagement. You will drive issues to a final resolution and provide a single point of contact for Tier 2 technical and support issues.
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WHAT YOU'LL DO

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Provide Tier 2 Client Support via phone and email channels Identify the root cause of the client's software or system issues and use system analysis and testing techniques to solve low to complex application or system issues Develop and document standard operating procedures (SOPs), workflows, and best practices. Document each customer contact using our contact tracking system in a clear, concise and understandable format Escalate unresolved customer issues with all pertinent information included, to Tier 3 Customer Centric Engineering or other appropriate technical teams Continuously follow up with clients on status of issue within our defined milestones. Lead or actively participate in internal projects such as improvements to processes, training development, capturing and maintaining knowledge repository Act as a liaison between Support and Product Development and serve as escalation point for escalated issues from internal Sales and Success teams Provide coaching, guidance, and informal leadership to support staff, fostering knowledge sharing and skill development. Assist in onboarding and training new support team members.
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WHAT YOU'LL NEED

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Fluency in French is required - this role involves specific technical vocabulary in French Experience with Salesforce.com or similar CRM systems (beneficial). Working knowledge of XML, SQL, HTML/CSS. Positive attitude and willingness to learn Advanced knowledge in addressing user inquiries in one or more of the team's core applications. Strong customer service and interpersonal skills Excellent written and verbal communication *