Customer Support Agent

Position Overview

• As an integral part of the Customer Experience Department, this role will ensure client’s satisfaction by
• providing technical and functional assistance to customers using our SaaS products (IPMS products,
• including Equinox Invention and Equinox Brand Proposal). This role requires a basic understanding of patent
• law and intellectual property concepts, as well as the ability to manage technical issues, troubleshoot
• software problems, and deliver exceptional customer service in a timely and efficient manger. The Customer
• Support Agent will respond to customer requests and follow the existing procedure to solve problems.

Principal Duties & Responsibilities

• Ensure client’s satisfaction (provide technical and functional support).
• Receive incoming customers' calls and emails.
• Respond to customer requests and follow the existing procedure to solve problems (use of a bug tracker), including troubleshooting software problems, systems performance issues, and user errors.
• Support and educate the customer in the use of our Questel SaaS products (Equinox suite).
• Communicate customers' requests for improvement of our SaaS products.
• Ensure a proper follow-up with the clients.
• Ensure good co-operation with Sales, Admin and Technical Teams.
• Meet with customers to understand their needs and provide support solutions.
• Ensure to be up-to-date on the latest product features and system updates.
• Follow internal trainings for new and existing patent software functionality, troubleshooting techniques, and customer service best practices.
• Collaborate with Internal key team members to ensure high level of customer service matching our SLA'S
• Communicate effectively with regional and global leadership if escalation is needed.
• Work on special projects and other duties as assigned by management

Qualifications & Skills

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
• requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable
• accommodations may be made to enable individuals with disabilities to perform the essential function.

Education and Experience

• Master or licence degree or comparable work experience
• Proficient in Microsoft Office Suite
• Minimum of two years’ experience in SaaS customer support (B to B), with a good ability to understand and solve technical problems.
• Experience in the use of Equinox tools
• Basic knowledge of Patents filing procedures or Intellectual Property in general
• Fluency in French and English / proficiency at written French and English are required.
• A third European language (Italian, Spanish, German) are a plus.

Skills

• Time management
• Customer oriented
• Autonomy and team spirit
• Strong interpersonal, customer service, and telephone skills, and able to maintain, strengthen, and develop relationships
• Strong problem-solving skills
• Taste for learning and listening
• Tech friendly and technical versatility
• Effective multi-tasking/prioritization skills
• Effective written and oral communication skills

Supervision Received

Supervision is provided by the Customer Support Manager, Equinox

Physical/Sensory/Mental Demands

• The work environment characteristics described here are representative of those an employee encounters while
• performing the essential functions of this job. Reasonable accommodations may be made to individuals with
• disabilities to perform the essential functions.

• Consistently standing and/or sitting with the ability to meet with other team members
• Consistently operating a computer and other office productivity machinery
• Remembering names and details
• Maintaining confidentiality of all information that is or will be confidential and proprietary to Questel or Questel’s clients