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.
• A background in computing (both Mac and PC), network troubleshooting, and familiarity with various web browsers.
• 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?

• 6 weeks of paid vacation + 5 RTT Recovery Days + Seniority Leave
• Parental Leave: 16 Weeks Maternity / 4 Weeks Paternity + Reserved Daycare Spot
• Health Insurance - Competitive Coverage - for employees + dependents
• Hybrid Work – Flexible hybrid working model with a monthly home office allowance of €20 (hybrid) or €50 (fully remote).
• Public transportation: Coverage of 75% of subscription fee / Sustainable mobility package 200€/year
• CSE Specific Benefits i.e. vacation vouchers, negotiated fees etc.

What's Next?

• Interview with a Recruiter
• Live Chat & HM Interview

Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist

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