Job Description

                                  

Job Title: Customer Support SME - French

 

Role Summary

 

Our mission is to provide the ultimate support experience through best-in-class service for end users

by being the voice of the video sharing platform.

As a Subject Matter Expert support, you will be the point of contact for the team in regards to

questions on the products, processes and policies, you will become the go-to person.

Shift work and / or night work may be expected depending on changes in business requirements.

 

Roles and Responsibilities

 

Duties of the SME include:

● Own or lead tier 2, complex and/or high priority issues/requests resolution and escalations via Twitter, help forums and other channels

● Emphasis on driving high customer satisfaction and resolution

● Act as technical point of contact for troubled cases with imminent or ongoing feedback

● Support Team Lead in escalations from a Technical point of view

● Liaise with management and stakeholders for product discussions and improvements

● Support in the implementation of global innovative solutions for product and team performance improvement

● Coach and mentor the team

● Perform RCA (root cause analysis) when required

● Analyse Customer Satisfaction Survey results & recommend improvement efforts

● Create and maintain up to date technical product and cross-product documentation

● Create a culture of quality and excellence within the team

● Outline process improvements

● Exceed customer satisfaction

 


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Qualifications

Required Skills/Competencies/Experience

Fluency in English plus excellent native-level written and verbal communication skills in language of support, with minimum 2 years’ experience in customer support for said

language (chat, voice, email) working with direct consumers (B2C)

Strong communication skills:

Facility to successfully manage requests with hot temper customers and turn it into a positive experience

Must exhibit active listening, be able to probe effectively and handle issues and

complaints in a courteous, professional and friendly manner

Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way

Ability to communicate complex issues in a friendly and easy to understand format

Analytical, problem solving skills, critical and creative thinking, combined with significant attention to detail

Customer service mindset. Strong customer/user focus with the desire to help and put users and partners first. Ability to empathize and relate to users and partners is key to this role

Tech-savvy, should be regular user of cloud storage solutions and video sharing platforms

Internet savvy, understand the players in this space

Digital literacy, ability to troubleshoot complex partner issues

Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes

Aptitude to document clear workflow documents and a variety of analysis reports

Enthusiastic and communicative team player skills, with ability to mentor and coach other team members

Experience with prioritizing multiple tasks in a fast paced and ambiguous environment

Ability to work in a fast-paced, collaborative and constantly evolving environment

Strong work ethic and ability to work with minimal supervision

Ability to work under pressure

Aptitude to support TL on workload management tasks by understanding urgency, customer

temper, impact and priorities on requests at a given time

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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