Time Allocation:

• 65% Operational execution;
• 10% Personal development;
• 15% KCS Creations;
• 10% Admin.

SPECIFIC RESPONSIBILITIES: 

• Handles internal and external customer related issues and concerns;
• Records all customer interactions into a CRM;
• Develops FAQs, Technical Tips, and ‘How-To ’videos on Hardware also Software applications;
• Supports the development of internal documentation;
• Actively participates in departmental activities and initiatives including self-help;
• Provides coverage for Technical Support Helpdesk phone & e-mail;
• Provides technical support level 1 for customers;
• Resolves customer issues and provides technical support and client counselling;
• Escalates problems to Range Specialist/Level 2 or Field technician;
• Ensures technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level;
• Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling;
• Handles licensing of customer software tools and panel features;
• Assists the Team Leader in generating call tracking reports to monitor work backlog by specialist and customer commitment dates;
• Assists the Team Leader in generating phone usage reports to monitor total calls, total phone time, and types of calls received.

GENERIC RESPONSABILITIES:

• Fulfillment the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level;
• Creates own individual training needs, ensuring a training program is in place and completed in agreement with the timeline;
• Own development plans (technical & behavioral) for individual development (IPD);
• Contributes in an active way to the continuous improvement of the team’s performance; identifies constantly opportunities of improvement for own activity and department’s activities;
• Participates in Kaizen events and RPS exercises as well as other events according to the HOS specifications at job level: internal audit, third party, corporate, (clients, certification);
• Performs Gemba walks /5S audits /SOS audits, identifies nonconformities;
• Participates in all the meetings necessary for this position (daily Tier meetings level 1,2,3 or 4, weekly/monthly meetings, etc.);
• Communicates with clients, contractors, engineers, technicians, and other departments (Services, projects, supply, working capital).

QUALIFICATIONS:

• Bachelor’s degree is preferred but not mandatory;
• Previous customer experience/technical support environment is preferred but not mandatory;
• Minimum 1-year experience in Customer Support;
• Technical Skills;
• Strong customer focus;
• Ability to Learn New Software and Hardware;
• Analysis of Technical Issues;
• English – advanced level;
• French – B2 level minimum;
• Detail-oriented;
• Very good communication skills;
• Good organizing skills;
• Teamwork abilities;
• Multitasking capability;
• Good reporting skills;
• Customer-oriented;
• Troubleshooting skills;
• Adaptability.

• DETAILS:

• Senior Customer Experience Specialist with French working hours: 14:00-22:30.

• Our client offers a French language allowance monthly (besides the salary).