Customer Support Agent/Specialist [Klaxoon]

Wrike; Rennes; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A dynamic tech company in Rennes is seeking a Customer Support representative to handle inquiries for Klaxoon and Wrike. The ideal candidate has a minimum of 2 years in a related role, is proficient in English and French, and excels in problem-solving. Join a collaborative team dedicated to enhancing customer satisfaction with a flexible work environment and robust benefits.

Prestations

Extra week's paid holiday

4 days of RTT

2 days of home-office per week

60% health insurance cover

Home-office allowance

50% reimbursement of transport season tickets

Qualifications

• Minimum of 2 years experience in customer-facing role.
• C1+ proficiency in English and French required.
• Strong self-learning and information processing skills.

Responsabilités

• Serve as the first point of contact for customer inquiries.
• Conduct investigations to resolve technical issues.
• Collaborate with product teams for efficient resolutions.

Connaissances

Customer-facing experience

Professional proficiency in English and French

Critical thinking

Problem-solving abilities

Self-learning skills

Formation

University Degree or equivalent

Description du poste

Overview

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

About the Role

As a member of our Customer Support team, you will play a vital role in building strong relationships with our customers, initially focusing on Klaxoon inquiries. Your primary responsibilities will include answering technical and “how-to” questions, discussing the benefits of Klaxoon with prospective users, addressing customer complaints, and contributing to the development of our knowledge base. As you gain experience and undergo additional training, you\'ll gradually expand your support capabilities to include Wrike, further enhancing your ability to assist our diverse customer base.

Your Impact

• Serve as the first point of contact for customer inquiries regarding Klaxoon and Wrike, effectively addressing product questions and providing troubleshooting support via email, chat, and calls.
• Conduct investigations to resolve both basic and complex technical issues related to Klaxoon and Wrike, ensuring a seamless user experience.
• Collaborate with product teams and engineers to drive efficient resolutions for technical challenges, fostering a culture of teamwork.
• Identify root causes of customer issues and take all necessary actions to enhance customer satisfaction.
• Stay updated on the latest releases to provide the best support possible.
• Contribute to the development of the knowledge base and process improvements, ensuring that resources are available to better serve customers.

Your Qualifications

• A minimum of 2 years of experience in a customer-facing role.
• Professional proficiency in English and French (C1+ minimum) with excellent verbal and written communication skills.
• Strong self-learning and information processing skills in a fast-paced environment.
• Critical thinking and problem-solving abilities to resolve sophisticated issues, take initiative and identify issues.
• A customer-oriented mentality with a focus on delivering outstanding experiences.
• A University Degree or equivalent theoretical knowledge acquired through higher education.

Standout Qualities

• Ability to understand customers’ problems, advocate for them within the organization and offer a perfect solution for their unique needs.
• Understanding of Software-as-a-Service (SaaS).
• Ability to understand, interpret and communicate complex technical information in user-friendly ways.
• Basic knowledge of SAML SSO and API integration is a plus.

Team Dynamics

• You will report to Marc Dubesset, the Head of Klaxoon Support. The Klaxoon Support team consists of 5 members, while the broader Klaxoon & Wrike Support team includes over 60 professionals across 7 countries. We foster a culture of collaboration, growth, and a shared passion for customer satisfaction.

Our Work Style

• Tech Stack: ZenDesk, MaestroQA, Ada, ZenDesk Talk, Zoom, and various back office solutions.
• We adhere to ticket SLAs to ensure we deliver timely and quality support. During periods there are no live chats, you will be working on tickets in the queue.
• Weekly team meetings and quarterly departmental all-hands keep everyone aligned and informed.
• Your work hours will be 8am to 5:30pm or 9am to 6:30pm (Paris Time / Central European Time) with a lunch break depending on the support shift.

Why Join Klaxoon?

• An extra week's paid holiday
• 4 days of RTT (Recovery of Working Time)
• 2 days of home-office per week
• Additional days off depending on seniority
• 60% health insurance cover for you and your children
• A monthly Home-office allowance
• 50% reimbursement of public transport season tickets or access to the sustainable mobility package worth €200 per year (bicycle)

What’s Next?

• Interview with a Recruiter
• Live Chat & HM Interview

Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist