Customer Support Agent

Job description

Position Overview: As an integral part of the Customer Experience Department, this role will ensure client’s satisfaction by providing technical and functional assistance to customers using our SaaS products (IPMS products, including Equinox Invention and Equinox Brand Proposal). This role requires a basic understanding of patent law and intellectual property concepts, as well as the ability to manage technical issues, troubleshoot software problems, and deliver exceptional customer service in a timely and efficient manger. The Customer Support Agent will respond to customer requests and follow the existing procedure to solve problems. Principal Duties & Responsibilities: Ensure client’s satisfaction (provide technical and functional support). Receive incoming customers' calls and emails. Respond to customer requests and follow the existing procedure to solve problems (use of a bug tracker), including troubleshooting software problems, systems performance issues, and user errors. Support and educate the customer in the use of our Questel SaaS products (Equinox suite). Communicate customers' requests for improvement of our SaaS products. Ensure a proper follow-up with the clients. Ensure good co-operation with Sales, Admin and Technical Teams. Meet with customers to understand their needs and provide support solutions. Ensure to be up-to-date on the latest product features and system updates. Follow internal trainings for new and existing patent software functionality, troubleshooting techniques, and customer service best practices. Collaborate with Internal key team members to ensure high level of customer service matching our SLA'S Communicate effectively with regional and global leadership if escalation is needed. Work on special projects and other duties as assigned by management Qualifications & Skills: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. Education and Experience: Master or licence degree or comparable work experience Proficient in Microsoft Office Suite Minimum of two years’ experience in SaaS customer support (B to B), with a good ability to understand and solve technical problems. Experience in the use of Equinox tools Basic knowledge of Patents filing procedures or Intellectual Property in general Fluency in French and English / proficiency at written French and English are required. A third European language (Italian, Spanish, German) are a plus. Skills: Time management Customer oriented Autonomy and team spirit Strong interpersonal, customer service, and telephone skills, and able to maintain, strengthen, and develop relationships Strong problem-solving skills Taste for learning and listening Tech friendly and technical versatility Effective multi-tasking/prioritization skills Effective written and oral communication skills Supervision Received: Supervision is provided by the Customer Support Manager, Equinox Physical/Sensory/Mental Demands: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. Consistently standing and/or sitting with the ability to meet with other team members Consistently operating a computer and other office productivity machinery Remembering names and details Maintaining confidentiality of all information that is or will be confidential and proprietary to Questel or Questel’s clients