Product Support Specialist (f/m/d/x)

Drooms GmbH; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading SaaS provider in the City of London seeks a Customer Support Specialist fluent in French and English. This role involves providing first and second-level support, managing confidential data room projects, and conducting customer training. The ideal candidate has over 2 years of experience in customer service, strong technical skills, and excellent communication abilities. Benefits include private health insurance, flexible working hours, and 26 days of annual leave.

Benefits

Private health insurance

Company pension scheme

26 days of annual leave plus bank holidays

Flexible working hours

Long service awards

Qualifications

• 2+ years of experience in a customer support role, preferably within a SaaS company.
• Native-level or professional proficiency in French, and fluent command of English.
• Strong technical aptitude, with a quick learning ability.

Responsibilities

• Provide user support for French- and English-speaking customers.
• Plan and execute confidential data room projects.
• Conduct onboarding and training sessions for customers.
• Manage document preparations and uploads.

Skills

Customer support experience

Technical aptitude

Excellent communication skills

Team collaboration

Job description

Your tasks

• 1st and 2nd level user support for our French- and English-speaking customers via telephone, email, and chat, including technical inquiries related to applications, firewalls, etc.
• Planning and execution of confidential data room projects. Proactive check and follow-up during the project lifetime
• Onboarding & Training: Web and in-house trainings, ensuring customers have a comprehensive understanding of our products and services
• Document Management: Prepare and upload confidential documents, index and/or users. Administer and manage additional services, such as structuring, blacklining, and special reports
• Oversee the project's life cycle to ensure timely and high-quality delivery of information or help
• Collaborate closely with other departments, especially with the Sales Team and the Customer Success Manager on client management

Your Profile

• 2+ years of experience in a customer support role, preferably within a SaaS company. Project management experience would be an advantage
• Native-level or professional proficiency in French, and fluent command of English, both spoken and written
• Strong technical aptitude, with the ability to quickly learn new software and systems. Experience with firewalls and other related applications would be beneficial
• Excellent customer service skills, with a focus on providing prompt and effective support
• Strong communication skills, with the ability to convey complex information in a clear and concise manner
• Ability to work effectively as part of a team, providing support to colleagues as needed

Our Benefits

• Private health insurance
• Company pension scheme
• Employee health initiatives
• 26 days of annual leave plus bank holidays
• Flexible working hours and mobile working
• Long service awards
• Special leave days
• Birthday treats
• After work events and annual company parties

Contact

At Drooms, we believe in hiring people who are forward thinkers, who are problem solvers and want to be more than just another employee. Will you be one of them? Apply now and we will see you on the other side!

Any questions? Feel free to contact us [e-mail]

Please note: Candidates are encouraged to apply directly. We will not take into consideration requests or candidate profiles sent by third-party recruiters and headhunters.