Technical Support Specialist, Tier 1 & 2 (France)

Overview:

As a Technical Support Specialist at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be tasked with supporting customers by answering questions and resolving issues related to Corcentric software solutions.

We look forward to adding you into the mix!

As a Technical Support Specialist, you’ll be responsible for:

• Responding to incoming customer support requests, both technical and non-technical, via phone and email in a professional and timely manner
• Mitigating customer confusion or frustration through effective, patient communication
• Utilizing resources and tools effectively for troubleshooting and researching issues to identify root cause and resolution.
• Supporting, documenting, prioritizing, and tracking incidents reported by customers
• Escalating cases to senior resources and following documented escalation procedures
• Acquiring and maintaining knowledge of relevant products, service offerings, and support policies to provide accurate solutions
• Being the “voice of the customer” by gathering and conveying feedback internally regarding product improvement and enhancement customer suggestions
• Achieving high levels of customer satisfaction
• Actively participating in a team environment, including collaborating with cross-functional teams and management throughout Corcentric
• Developing an extensive knowledgebase of Corcentric applications

Requirements

You’ll need to have:

• Experience in customer support or technical support, with excellent rapport and relationship-building skills
• Exceptional customer service skills, a passion for technology along with strong troubleshooting skills
• Fluency in both French and English
• Good understanding of software applications and SaaS platforms
• Excellent verbal and written communication skills, with a service-oriented attitude
• Strong problem solving and analytical skills
• Reliability, along with a strong work ethic
• Demonstrated ability to multitask, remain organized and prioritize between multiple projects
• High proficiency with Windows applications (Excel, Word, PowerPoint)

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)

It’s great if you also have:

• A Bachelor’s degree or comparable training, certification
• Knowledge of accounting concepts
• Database research experience

(Psst…Don’t worry if you don’t check all these boxes… we view this as helpful experience that can shorten ramp-up time!)