Sr. Support Services Specialist

POSITION SUMMARY

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

• 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

• 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

• Ability to handle high-pressure situations with professionalism

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