Customer Support Representative with French

We’re seeking a Customer Support team member to manage complex customer queries. You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat. This role mentors and shares knowledge with Customer Support Level 1 colleagues to help deliver exceptional customer service and improve service levels.

A career in tech. Work with the biggest and best names in technology.

The Executive Legal Press Team delivers world-class management of consumer requests and quickly solves issues affecting the end customer’s experience. You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

This role will:

• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
• Assign appropriate severity level, category, priority, and team to escalated situations.
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
• Collaborate and share guidance with technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed.
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.
• Mentor junior support engineers as needed.

Executive Legal Press is a good fit for you if:

• You’re familiar with Microsoft products, programs, and services.
• You have customer service experience and a desire to learn new technical skills.
• You have strong negotiation and problem-solving skills.
• You’re good at developing and maintaining positive working relationships.
• You’re an excellent multi-tasker with great organizational skills.
• You’re proficient in both written and spoken English.

In this role:

• Fluency in French and English, both written and spoken;
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
• Minimum 1-year work-related experience in customer-relationships position or similar;
• Good problem-solving skills;
• University degree;