Customer Support Specialist with French

Experis is a global leader in recruitment of specialists and management staff in key IT areas. They offer competitive employment opportunities and interesting IT projects for both experienced experts and those starting their IT career.

• Fluent French and English language skills
• 1-3 years of technical troubleshooting experience in a B2B or B2C environment
• Minimum 1 year of software support experience
• At least 1 year of recent hands-on experience with relational databases, particularly SQL Server
• Ability to quickly learn new technologies and explain technical concepts to customers
• Familiarity with Salesforce, Assembled, JIRA, Slack, and Zoom
• Proven ability to meet or exceed support KPIs, including CSAT, First Response Time (FRT), QA, KCS, and Productivity metrics
• Excellent communication and customer service skills
• Strong attention to detail, ownership, and problem-solving mindset
• Ability to work effectively in a dynamic and customer-focused environment

• Provide support to customers via calls, chats, and support cases
• Follow assigned schedules and maintain availability in Salesforce Omni during support coverage periods
• Triage and resolve inbound support cases with accurate documentation and categorization
• Prioritize live chat and call responsiveness to ensure excellent customer experience
• Monitor pending cases and perform follow-ups to meet service level targets
• Escalate bugs, technical issues, and blockers using established processes and tools, including JIRA
• Identify customer trends, feedback, and tool improvement opportunities and share insights with leadership and stakeholders
• Collaborate with Product Support peers, Subject Matter Experts, Engineering, and QA teams
• Participate in team knowledge-sharing activities and coaching sessions
• Participate in User Acceptance Testing (UAT) and process improvement initiatives