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- Tasks: Support customers with technical queries and enhance their experience using our software.
- Company: Join Questel, a global leader in intellectual property management with over 20,000 clients worldwide.
- Benefits: Enjoy a permanent contract, attractive pay, health insurance, and part-time remote work options.
- Why this job: Be part of a collaborative team that values innovation and customer satisfaction in a multicultural environment.
- Qualifications: A degree is preferred; experience in SaaS customer support and fluency in French and English are essential.
- Other info: Opportunity to grow your skills and manage complex issues while receiving training from experts.
The predicted salary is between 30000 - 42000 ÂŁ per year.
IP Customer Support Agent
Questel\’s mission is to facilitate the development of innovation in an efficient, safe and sustainable way.
Questel provides an integrated platform of software and services to meet all needs in terms of intellectual property and innovation management. With more than 20,000 customers in 30 countries, Questel has become a world leader whose IT expertise is recognised throughout the world and is reflected in all its offerings. At Questel, our employees, based in Europe, North America, China, Japan, India and many other countries, are the company\’s main shareholders. On a day-to-day basis, this is reflected in the strong involvement of our teams, collaborative processes and short decision paths. Our company, supported by first-class investment funds and based on strong values of entrepreneurship, respect and honesty, pursues both a strategy of strong growth and a commitment to social and environmental responsibility.
Your next adventure awaits here…
As part of our IP Patent SaaS Support Team, you will be the interface between our customers, our sales team and our technical teams.
- You will be in charge of receiving incoming calls and emails, operational and technical support (level 1).
- 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.
- You will be responsible for supporting customers online and for this, you must be able to transmit your know-how online using our tools.
- 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.
- 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.
- You will ensure any development requests are communicated with the tech team
- You will collaborate with Internal key team members to ensure high level of customer service matching our SLAs
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:
- Use of an IPMS
- 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.
- Your writing skills are undeniable.
- 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.
- Fluency in spoken French and English / proficiency at written French and English are required.
- A third European language (Italian, Spanish, German) will be a real value.
Personal attributes
- Autonomy and team spirit
- Time management
- Availability
- Taste for learning & listening
- Good interpersonal skills and liking customer contact
- Ability to communicate and be self-confident
Join Questel, a growing international group, and live a great human adventure!
What we offer…
Permanent contract, attractive remuneration, restaurant card, health insurance, part-time remote…
Job Location
Tunis (Tunisia)
#J-18808-Ljbffr
IP Customer Support Agent employer: Questel
Contact Detail:
Questel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IP Customer Support Agent
✨Tip Number 1
Familiarise yourself with Questel's Equinox software suite before your interview. Understanding its features and functionalities will not only help you answer technical questions but also demonstrate your proactive approach and genuine interest in the role.
✨Tip Number 2
Brush up on your knowledge of intellectual property management systems (IPMS) and patent filing procedures. Being able to discuss these topics confidently will show that you have a solid foundation for the IP Customer Support Agent position.
✨Tip Number 3
Practice your communication skills in both English and French, as fluency in these languages is crucial for the role. Consider role-playing customer interactions to enhance your ability to convey technical information clearly and effectively.
✨Tip Number 4
Highlight any previous experience in SaaS customer support during your discussions. Be ready to share specific examples of how you've successfully resolved customer issues, as this will illustrate your capability to thrive in a customer-oriented environment.
We think you need these skills to ace IP Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in SaaS environments. Emphasise any technical skills and familiarity with intellectual property management systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention your language skills and any experience you have with IPMS or patent filing procedures.
Showcase Your Communication Skills: Since the role requires strong writing skills, ensure your application is free from errors and clearly communicates your qualifications. Use concise language and structure your thoughts logically.
Highlight Your Technical Versatility: In your application, provide examples of how you've successfully solved technical problems in previous roles. This will demonstrate your ability to handle the challenges of the IP Customer Support Agent position.
How to prepare for a job interview at Questel
✨Showcase Your Technical Skills
As an IP Customer Support Agent, you'll need to demonstrate your technical versatility. Be prepared to discuss your experience with software and any relevant tools, especially those related to intellectual property management. Highlight specific examples where you've successfully resolved technical issues.
✨Emphasise Customer Orientation
This role requires a strong customer focus. Share experiences where you've gone above and beyond to assist customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and illustrate your commitment to excellent service.
✨Prepare for Multilingual Communication
Fluency in both French and English is essential, and knowledge of a third European language is a bonus. Practice speaking about your experiences in both languages, and be ready to switch between them during the interview to showcase your proficiency.
✨Demonstrate Your Problem-Solving Abilities
You'll be handling operational and technical support, so it's crucial to show how you approach problem-solving. Prepare to discuss specific challenges you've faced in previous roles and how you effectively resolved them, particularly in a SaaS environment.