Technical Support Specialist, Tier 1 & 2 (france)

Overview:

As a Technical Support Specialist at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be tasked with supporting customers by answering questions and resolving issues related to Corcentric software solutions.

With Corcentric, you will enjoy the flexibility of our hybrid work schedule, working 3 days from home, and 2 days at the office each week. We’re a relaxed but hardworking group in a growing global organization, with colleagues in the US and the UK. We look forward to adding you into the mix!

As a Technical Support Specialist, you’ll be responsible for:

• Responding to incoming customer support requests, both technical and non-technical, via phone and email in a professional and timely manner
• Mitigating customer confusion or frustration through effective, patient communication
• Utilizing resources and tools effectively for troubleshooting and researching issues to identify root cause and resolution.
• Supporting, documenting, prioritizing, and tracking incidents reported by customers
• Escalating cases to senior resources and following documented escalation procedures
• Acquiring and maintaining knowledge of relevant products, service offerings, and support policies to provide accurate solutions
• Being the “voice of the customer” by gathering and conveying feedback internally regarding product improvement and enhancement customer suggestions
• Achieving high levels of customer satisfaction
• Actively participating in a team environment, including collaborating with cross-functional teams and management throughout Corcentric
• Developing an extensive knowledgebase of Corcentric applications