Customer Support Agent/Specialist [Klaxoon]

Now a Wrike company, Klaxoon is an online all-in one work collaboration platform that boosts engagement levels, at all times. With a unique range of 9 visual collaboration tools & services, Klaxoon empowers people to drive engagement in and beyond meetings, boost productivity and shape an innovative workspace.

About the Role: 

As a member of our Customer Support team, you will play a vital role in building strong relationships with our customers, initially focusing on Klaxoon inquiries. Your primary responsibilities will include answering technical and “how-to” questions, discussing the benefits of Klaxoon with prospective users, addressing customer complaints, and contributing to the development of our knowledge base. As you gain experience and undergo additional training, you'll gradually expand your support capabilities to include Wrike, further enhancing your ability to assist our diverse customer base.

Your Impact: 

• Serve as the first point of contact for customer inquiries regarding Klaxoon and Wrike, effectively addressing product questions and providing troubleshooting support via email, chat, and calls.
• Conduct investigations to resolve both basic and complex technical issues related to Klaxoon and Wrike, ensuring a seamless user experience.
• Collaborate with product teams and engineers to drive efficient resolutions for technical challenges, fostering a culture of teamwork.
• Identify root causes of customer issues and take all necessary actions to enhance customer satisfaction.
• Stay updated on the latest releases to provide the best support possible.
• Contribute to the development of the knowledge base and process improvements, ensuring that resources are available to better serve customers.

Your Qualifications: 

• A minimum of 2 years of experience in a customer-facing role.
• Professional proficiency in English and French (C1+ minimum) with excellent verbal and written communication skills.
• Strong self-learning and information processing skills in a fast-paced environment.
• Critical thinking and problem-solving abilities to resolve sophisticated issues, take initiative and identify issues.
• A customer-oriented mentality with a focus on delivering outstanding experiences.
• A University Degree or equivalent theoretical knowledge acquired through higher education.

Standout Qualities: 

• Ability to understand customers’ problems, advocate for them within the organization and offer a perfect solution for their unique needs.
• Understanding of Software-as-a-Service (SaaS).
• Ability to understand, interpret and communicate complex technical information in user-friendly ways.
• A background in computing (both Mac and PC), network troubleshooting, and familiarity with various web browsers.
• Basic knowledge of SAML SSO and API integration is a plus.

Team Dynamics: 

• You will report to Marc Dubesset, the Head of Klaxoon Support. The Klaxoon Support team consists of 5 members, while the broader Klaxoon & Wrike Support team includes over 60 professionals across 7 countries. We foster a culture of collaboration, growth, and a shared passion for customer satisfaction.

Our Work Style:

• Tech Stack: ZenDesk, MaestroQA, Ada, ZenDesk Talk, Zoom, and various back office solutions.
• We adhere to ticket SLAs to ensure we deliver timely and quality support. During periods there are no live chats, you will be working on tickets in the queue. 
• Weekly team meetings and quarterly departmental all-hands keep everyone aligned and informed.
• Your work hours will be 8am to 5:30pm or 9am to 6:30pm (Paris TIme /Central European TIme) with a lunch break depending on the support shift

Why Join Klaxoon?

• An extra week's paid holiday 
• 4 days of RTT (Recovery of Working Time)
• 2 days of home-office per week
• Additional days off depending on seniority
• 60% health insurance cover for you and your children
• A monthly Home-office allowance 
• 50% reimbursement of public transport season tickets or access to the sustainable mobility package worth €200 per year (bicycle)

What’s Next?

• Interview with a Recruiter
• Live Chat & HM Interview

Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist

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 Our Values and Commitments

• Transparency: Klaxoon is committed to being open and honest with its clients and employees. This helps to build trust and credibility and fosters a culture of collaboration.
• Engagement: Employee engagement is essential to the success of the project, just as client commitment to using the platform is crucial.
• Excellence: Klaxoon is dedicated to providing its clients with the best possible products and services. This means constantly innovating and improving, and always putting clients’ needs first.
• Collaboration: Collaboration is key to success. Klaxoon works closely with its clients, partners, and employees to achieve its goals.