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Product Specialist / Technical Support Specialist

Our partner leads the field in offering sophisticated client engagement products to companies within the financial services vertical. Their products engage customers across Facebook, LinkedIn, Twitter, and Instagram, email, text, and voice. And every product syncs beautifully to Salesforce, Microsoft Dynamics, and other CRM systems. The software is used by more than 170,000 financial advisors and insurance agents. Their clients include Morgan Stanley, Goldman Sachs, Wells Fargo, JP Morgan Chase, Prudential, New York Life and Allstate. Now we are looking for their new colleague as

Product Specialist / Technical Support Specialist

with french!

About the role:

  • Understand and act as a first point of contact for Hearsay products and applications
  • Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution
  • Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues
  • Ability to maintain composure and customer focus while troubleshooting and solving technical issues
  • Consistently attain Hearsay's target customer satisfaction score
  • Maintain SLAs
  • Maintain a thorough knowledge and understanding of the software's platform across the organization and down to individual clients
  • Execute our support strategy and build stellar relationships with our customers
  • Demonstrate deep execution focus by achieving quarterly goals at the team level
  • Focus on continuous team improvement by onboarding new team members

About you:

  • Fluent French and English language skills (oral and written) required
  • 2-4 years of relevant technical support experience, ideally within the B2B, SaaS, and/or FinTech industry
  • Successful record of going above and beyond your job description to better our relationships with customers and vendors
  • You understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level
  • You can easily navigate customers through a variety of complex and technical obstacles
  • Excellent prioritization skills and an ability to make decisions quickly
  • Knowledge of Zendesk, JIRA, Looker, and Intercom a plus

If you are intrested, please send your CV to István by clicking the "Jelentkezem" button.

Product Specialist / Technical Support Specialist

Full time
2 years
High school

Published on 13.07.2020