IP Customer Support Agent

Questel; Sunderland; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading IP management company is seeking an IP Customer Support Agent in the UK. This role involves providing operational and technical support to customers, focusing on the Equinox software suite. The ideal candidate should possess a Master’s or Licence degree, have at least 2 years of experience in a SaaS customer relationship role, and be fluent in both French and English. Opportunities for professional growth and a supportive work environment await you.

Benefits

Attractive remuneration

Restaurant card

Health insurance

Part-time remote options

Qualifications

• First professional experience in IPMS or Intellectual Property is a plus.
• Experience in SaaS Customer relationship (B to B) for at least 2 years.
• Ability to understand technical problems and resolve them.

Responsibilities

• Receive incoming calls and emails for support.
• Respond to customer requests using a bug tracker.
• Support online use of Equinox software suites.
• Manage increasingly complex problems independently.
• Communicate product improvement requests to the tech team.
• Collaborate with internal teams to ensure customer service quality.

Skills

Technical versatility

Customer relationship

Fluency in French

Fluency in English

Knowledge of IPMS

Problem-solving

Education

Master's or Licence degree

Job description

IP Customer Support Agent

Questel's mission is to facilitate the development of innovation in an efficient, safe and sustainable way.

Questel provides an integrated platform of software and services to meet all needs in terms of intellectual property and innovation management. With more than 20,000 customers in 30 countries, Questel has become a world leader whose IT expertise is recognised throughout the world and is reflected in all its offerings. At Questel, our employees, based in Europe, North America, China, Japan, India and many other countries, are the company's main shareholders. On a day-to-day basis, this is reflected in the strong involvement of our teams, collaborative processes and short decision paths. Our company, supported by first-class investment funds and based on strong values of entrepreneurship, respect and honesty, pursues both a strategy of strong growth and a commitment to social and environmental responsibility.

Your next adventure awaits here…

As part of our IP Patent SaaS Support Team, you will be the interface between our customers, our sales team and our technical teams.

• You will be in charge of receiving incoming calls and emails, operational and technical support (level 1).
• You will respond to customer requests and follow the existing procedure to solve problems (use of a bug tracker); you will support the customer in the use of our Equinox software suites, which is constantly evolving.
• You will be responsible for supporting customers online and for this, you must be able to transmit your know-how online using our tools.
• You will of course be trained in our technologies and largely supported by experienced service engineers and subject matter experts who will pass on their know-how and "recipes" to you.
• With time, you will manage more and more complex problems on your own. You will have a key role as a real witness of the customer experience, you will communicate requests for improvement of our products.
• You will ensure any development requests are communicated with the tech team
• You will collaborate with Internal key team members to ensure high level of customer service matching our SLAs

The list of responsibilities above is not exhaustive. You will be requested to work on various subjects, with various interlocutors in a multicultural, growing and challenging environment.

The perfect match…

With a master or licence degree, it would be a PLUS to have a first professional experience in one of these fields:

• Use of an IPMS
• Knowledge of the Patents filing procedures or Intellectual Property in general

You are "Tech friendly" and have demonstrated your technical versatility in a customer interface role.

• Your writing skills are undeniable.
• Customer oriented or with significant experience (2 years minimum) in SaaS Customer relationship (B to B), you have a good ability to understand technical problems and bring a real interest to solve them.
• Fluency in spoken French and English / proficiency at written French and English are required.
• A third European language (Italian, Spanish, German) will be a real value.

Personal attributes

• Autonomy and team spirit
• Time management
• Availability
• Taste for learning & listening
• Good interpersonal skills and liking customer contact
• Ability to communicate and be self-confident

Join Questel, a growing international group, and live a great human adventure!

What we offer…

Permanent contract, attractive remuneration, restaurant card, health insurance, part-time remote…

Job Location

Tunis (Tunisia)