Customer Support Officer - French Speaker [F/M/X]

Who are we?

About LittleBig Connection 

The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change – they have to get ahead of the game. They need to function as integrated organizations, positioning the best talent at the heart of each project to leverage the right skills at the right time.

LittleBig Connection is the solution that connects big companies with external experts looking for the best projects available.

We create a direct and transparent link between all companies and stakeholders, big and little, so they can team up more easily than ever before.

How do we do it?
Through our platform, which allows:
- Clients to publish on our marketplace all their requirements (RFPs) for external consulting services.
- Over 500,000 Consulting companies, IT Vendors, freelancers etc to identify their next projects and submit their consultants/candidates profile. - The whole ecosystem to collaborate from Sourcing to Payment digitally (legal support, performance monitoring tools, timesheets, invoicing etc.)   

As the leading international player in its industry, LittleBig Connection supports 280 major clients such as AXA, Carrefour, Sephora, Decathlon, Air France or Kering in their Big innovation projects and flexibility needs.  With the ambition to become the international leader of Total Workforce Management by 2025, LittleBig Connection is present in 25 countries around the world and has no intention of stopping there: Canada, India, Vietnam, Spain, Mauritius, Tunisia... the #FutureofWork is already here! Are you ready for the adventure?   

Why join LittleBig Connection?  

❤️ Thrive in the new digital business world    

🚀 Lead high value-added strategic projects with a concrete business impact    

🌍 Experience working in a young and international atmosphere, with colleagues on all 5 continents   

🏡 Benefit from a flexible work environment with remote working options   

👨‍🎓👩‍🎓 Access a variety of training courses and continuously improve your skills   

🎉 Take part in the events organized by our LittleBig Crew: work socials team building events... moments you won't want to miss!

Job description

LittleBig Connection is a widely adopted SaaS platform, serving hundreds of prominent customers worldwide. As a member of our Global Customer Support Department, your position in Customer Support plays a critical role in guaranteeing that our product is effectively embraced, and that Customers worldwide are satisfied with their experience.

Key Responsibilities:

• Platform Expertise: Your objective is to become an expert on our platform, serving as the primary point of contact for a diverse range of customers worldwide.
• Daily User Support: You will provide daily support to platform users through various communication channels such as chat, email, and phone, addressing both Level 1 and Level 2 requests promptly.
• Escalation and Incident Resolution: For Level 3 requests and complex incidents, your role includes the coordination of escalations and diligent follow-up to ensure efficient incident resolution.
• Internal Collaboration: You will actively collaborate with our internal teams in business, IT, and finance to collectively solve problems and enhance the customer experience.
• Client Training: Your responsibilities extend to training your Clients and their chosen partners, accomplished through webinars, individual training sessions, continuous support, and innovative training methods.
• Platform Enhancement: Your contribution to our technical platform and service improvement efforts is essential. You will identify and communicate common user requests to our product development team to enhance the overall platform.
• Enhancing Account Management: As part of the team, you will play a role in shaping our account management strategy. This involves analyzing incoming requests and studying customer behaviour to optimize our customer-centric approach.
• Collaborative Approach: Collaborate closely with the Finance team and other internal stakeholders to ensure the seamless resolution of queries and bridge any communication gaps.
• Mastering Tools: Become proficient in using tools such as Atlassian JIRA, CRM, and ticketing systems.

 

Ideal Candidate

• Previous experience in support and customer success, with a strong preference for those with experience in SAAS products or services.
• A bachelor’s degree in communication, Management, IT, Business, or a related field.
• A minimum of 1 year of prior experience in roles such as Administration, Customer Service, Support, or Project Management, along with a keen interest in digital products and the digital industry.
• Capable of handling complexity and paying meticulous attention to detail.
• Exceptional communication skills, including being a good communicator, innovative, customer-service-oriented, proactive, and responsive.
• Strong problem-solving abilities.
• A curious mindset and a willingness to learn from scratch about the functionalities of a SaaS product.
• Proficiency in both French and English, both spoken and written (Mandatory - proficiency in other languages is a plus).
• The ability to work effectively as part of a team and independently when needed.
• Mastery of generative AI such as ChatGPT or Poe.com is a plus for improving day-to-day productivity