Solve difficult customer problems in close alignment with SLAs defined for the different product components.
Take ownership of support incidents and use all available resources and knowledge to resolve them.
Identify areas to improve the knowledge we use for resolving customer issues and improve our AI support channels.
Communicate with customers through different channels (voice or written) and determine the best way to address their issues by asking accurate and meaningful questions.
Continuously master our product(s) and their components by going deep into our knowledge resources.
Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.
Be online and available during your shift with excellent internet connectivity and audio without noisy backgrounds.

Professional proficiency in written and spoken French.
Ability to communicate confidently with tech-savvy and non-savvy customers using perfect written and spoken English.
Familiarity with a range of enterprise software solutions, including SharePoint and SQL, and comfortable in conversations with IT professionals and technical customers.
Experience in troubleshooting and solving problems.
Customer advocacy, empathy, and keen attention to detail.
Available to work any monthly-assigned shift
the team provides 24x7 coverage for our customers around the world.

We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
Stipend to help set up your ideal home office
Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!

L1 Support Agent, French, English

Key skills