IP Customer Support Agent

Questel

As part of our IP Patent SaaS Support Team, you will be the interface between our customers, our sales team and our technical teams.

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  You will be in charge of receiving incoming calls and emails, operational and technical support (level 1).
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  You will respond to customer requests and follow the existing procedure to solve problems (use of a bug tracker) ; you will support the customer in the use of our Equinox software suites, which is constantly evolving.
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  You will be responsible for supporting customers online and for this, you must be able to transmit your know-how online using our tools.
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  You will of course be trained in our technologies and largely supported by experienced service engineers and subject matter experts who will pass on their know-how and "recipes" to you.
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  With time, you will manage more and more complex problems on your own. You will have a key role as a real witness of the customer experience, you will communicate requests for improvement of our products.
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  You will ensure any development requests are communicated with the tech team
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  You will collaborate with Internal key team members to ensure high level of customer service matching our SLA'S

The list of responsibilities above is not exhaustive. You will be requested to work on various subjects, with various interlocutors in a multicultural, growing and challenging environment.

The perfect match

With a master or licence degree, it would be a PLUS to have a first professional experience in one of these fields:

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  Use of an IPMS
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  Knowledge of the Patents filing procedures or Intellectual Property in general

You are "Tech friendly" and have demonstrated your technical versatility in a customer interface role.

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  Your writing skills are undeniable.
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  Customer oriented or with significant experience (2 years minimum) in SaaS Customer relationship (B to B), you have a good ability to understand technical problems and bring a real interest to solve them.
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  Fluency in spoken French and English / proficiency at written French and English are required.
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  A third European language (Italian, Spanish, German) will be a real value.

Personal attributes

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  Autonomy and team spirit
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  Time management
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  Availability
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  Taste for learning & listening
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  Good interpersonal skills and liking customer contact
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  Ability to communicate and be self-confident