Technical Customer Support

Paris France

a month ago

Years of Experience

6 years

Workplace Type


Seniority Type



Financial Services|Legal Services|Health, Wellness and Fitness

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customer satisfactioncustomer supportsoftwaresoftware supportcustomer support/service

Contact our TA to know more about the job

Sonny O'Gara

Talent Advocate at WhiteCrow


About our client

Our Client operates in the Information Services Industry, with its headquarters rooted strongly in the Netherlands. It has its branches spread to more than 40 countries. They fall in the Top 10 Dutch Companies. Their core business is to provide expert solutions that combine deep domain knowledge with specialized technology and services to its clients. The company serves various markets like legal, risk, compliance, accounting, finance, etc.

Job description

Our client is look for a new software support specialist. The Legal Software business provides a range of software solutions for law firms to help lawyers in their day-to-day work to increase efficiency and make critical decisions.

As part of the Software Division, you will be part of an enthusiastic, committed and close-knit team of 6 technicians.

You will report to the Technical Customer Service Manager at level 2.

As a Software Support Technician (level 2) / Technical Customer Service specialist, you will be in charge of product support at level 2 for our customers.


Your Tasks:

·       Receive and qualify calls, emails and letters from software and application users

·       Carry out the diagnosis of the problem and provide advice for a rapid resolution

·       Resolving the problem remotely using a handholding tool if necessary

·       In the event of non-resolution, transmit the necessary information for the request to be taken over by level 3 support, or by another service

·       Follow up with customers throughout the incident resolution process

·       Follow up the request, write a report, and communicate the result of the qualified incident to the customer

·       Ensure a relay of calls to the sales department for requests not covered by the maintenance contract

·       To ensure interventions directly at the customer's premises when necessary

·       Contribute to the enrichment of the customer database by accurately referencing user questions and processing them in our ticketing tool

·       Writing help materials or articles for the technical and functional knowledge base for problem resolution for employees and customers

·       Participate in the development or updating of documentation/tools aimed in particular at better training of customers, to relieve hotline calls.

·       To be a force for proposals to improve the processes for handling and resolving incidents

·       Contribute to the training of the level 1 support team



·       You have a 2/3 year degree in computer science and have between 1 and 3 years experience as a hotline technician on professional software

·       You have a good knowledge of a business software package and ideally of the Windows and Office environment

·       You will be a good representative of the company to its customers, with excellent interpersonal skills and good telephone skills

·       You are recognised for your listening and organisational skills and have real teaching abilities

·       Curious, willing and committed, you want to invest in a progressive position in a constantly changing sector

Languages: fluent French, knowledge of English is a plus

Location: Bois-Colombes (Paris region) - flex-office

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Contact our TA to know more about the job

Sonny O'Gara

Talent Advocate at WhiteCrow

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