Client Experience and Support Representative

Eastmen Human Resources B.V.; France; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Join a dynamic team as a Client Experience and Support Representative, where you'll provide exceptional technical support to law firms. In this role, you'll engage with clients through various communication channels, ensuring they maximize their experience with our innovative solutions. Your passion for customer service will shine as you advocate for client needs and collaborate with team members to enhance the overall client experience. This is an exciting opportunity to be part of a growing company that values your contributions and offers competitive benefits.

Prestations

Competitive Salary

Regular Bonuses

Well-being Allowance

Paid Parental Leave

Office Lunches and Snacks

SWAG!

Qualifications

• Experience in a support or help desk environment supporting SaaS solutions.
• Ability to convey information clearly to clients and assist in troubleshooting.

Responsabilités

• Providing front-line technical support via telephone, email, and live remote sessions.
• Managing tickets from start to finish and communicating with stakeholders.
• Capturing customer pain points and advocating for clients.

Connaissances

Technical Support

Customer Service

Communication

Problem Solving

Formation

Bachelor's Degree

Outils

SaaS Solutions

Description du poste

Client Experience and Support Representative

Our Client Experience team interacts with our clients daily via live phone calls and email to ensure they maximize their use of Smokeball. They provide technical support and customer service, partnering with other team members to deliver the "Legendary Service" known in the legal tech industry.

We operate in a dynamic, fast-paced environment on a growth trajectory, aiming to build a world-class UK team supported globally.

Key Responsibilities

1. Providing front-line technical support via telephone, email, and live remote sessions to small- to medium-sized law firms.
2. Managing tickets from start to finish, following all processes, and escalating as required with sufficient information.
3. Owning internal and external communication related to open tickets.
4. Engaging, collaborating, and communicating confidently with other business stakeholders.
5. Capturing customer pain points and advocating for clients by surfacing insights, product issues, and suggestions for improvements to enhance the Client Experience.

Key Strengths

• Technically Savvy – Experience in a support or help desk environment supporting SaaS solutions.
• Communication – Ability to convey information clearly to clients and assist in troubleshooting.
• Client Obsessed – Passionate about delivering exceptional customer service.

What’s in it for you?

• Competitive Salary
• Regular bonuses
• Well-being allowance
• Paid Parental Leave
• Office lunches and snacks
• SWAG!