Customer Support Representative

Infopro digital is recruiting for Red on line.

Red-on-line was born out of the desire to transform EHS regulatory information into a decision-making tool. Development began in 1999 by teams of EHS lawyers and engineers and has since expanded into a thriving international business, with over 2000 clients in 85 countries and offices in over 11 countries.

Our organization is built on strong principles: the development of client relationships based on quality and transparency, the conviction that EHS projects are most successful with the support of EHS professionals and lastly, that expansion is only possible when we gather the best talent for every part of our business.

The Customer Support Representative, member of our Level 1 Customer Support team, is responsible
for providing front-line customer service via phone, chat and e-mail to customers.

Main tasks :

Your tasks will be :

1) Level 1 Software support
-Takes, manages and qualifies all requests that come in through the Helpdesk system
– Accurately troubleshoots level 1 requests
– Documents, follows-up and continually improves internal processes related to ROL

2) Customer Support service
– Develops knowledge of the company, industry and products as a whole by attending and engaging in formal and informal training/mentoring sessions.

3) Customer Training
– Prepare and deliver high quality training sessions for ROL French and European customers
– Participates in collecting feedback from project teams and customers for improvement of user experience and maximization of user adoption

Requirements

You have 1 – 3 years of customer support experience / training working with a SaaS software company including:
– A very positive attitude and voice.
– Able to listen, understand the customer’s situation and identifying a resolution independently or with
help from other resources.
– Managing multiple projects concurrently.
– Working independently and in a team environment.
– Collaborating across multiple internal teams (e.g., support teams, product, software, and sales).
– Demonstrating strong analytical and problem solving skills.
– Demonstrating organization, time management, and multi-tasking skills.
– Demonstrating strong written and verbal communication.
– Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
– Bachelor’s Degree in Environmental Sciences, Software Engineering or Business related discipline.

It is essential that candidates are native French speakers. A proficiency level of English is also
required.

Learn more about us :

Infopro Digital is a leading B2B information and technology group. Established in 18 countries, the group employs 4,000 people of 55 different nationalities. Our teams design content, data and technologies for professionals. 
Our mission: to help professionals succeed in an increasingly complex and digital world.