Consultant Support Legal Software, Bois-Colombes

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)

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