POSITION SUMMARY
We are looking for a customer-focused Support Services Specialist to join our team. This role is responsible for providing high-quality post-sales client support and driving a positive client experience. We handle client support related incoming requests, respond and resolve client issues through incident recognition, research, case resolution, escalation and follow up.
WHAT YOU'LL DO
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Function as a subject matter expert in our system’s functionality and how customers use our software.
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Troubleshoot issues within the software to accurately identify root-cause through research, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
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Triage in-bound phone and e-mail support related issues.
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Manage Support Cases in the Customer Relationship Manager (CRM)
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Clearly communicate updates on case or resolution directly with customers in writing or via phone.
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Effectively prioritize and escalate tickets to Senior Support Services Specialists and above with detail and supporting documentation, ensuring that service level agreements are met.
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Collaborate with other upper levels of support and other TSA1 team members and on resolutions as necessary.
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Maintain Departmental Standards for Quality and Satisfaction Metrics
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Act as a Customer Advocate to identify opportunities to educate customers on how to better use the system tools and increase utilization.
WHAT YOU'LL NEED
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Fluency in French is required - this role involves specific technical vocabulary in French
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Strong verbal & written communication skills to support the communication of technical solution(s) in a manner suitable for the customer.
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High attention to detail and accuracy
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Customer service orientation and problem-solving mindset
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Ability to work both independently and as part of a team
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Strong organizational and time-management abilities
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Ability to learn and work with CRM, ticketing, or case management systems
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Familiarity with service request or ticketing systems is an advantage
Support Services Associate (French Speaking) - Hybrid Remote/London employer: Veritone
Veritone is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where creativity thrives. As a Global Events Marketing Manager, you will have the opportunity to lead impactful global events while benefiting from professional growth opportunities and a supportive team environment. Located in the UK, Veritone provides a unique chance to engage with cutting-edge technology and make a meaningful contribution to the company's success.
