Platform Support Specialist (French Speaker)

As a Platform Support Specialist, you will be part of a dynamic team responsible for providing specialized technical assistance to customers using our platform solution. This role is a front office, customer-facing specialized support position in direct collaboration with the back office technical operations, ensuring both the resolution of client issues and the continuous improvement of the platform.

MAIN RESPONSIBILITIES

• Serve as the primary point of contact for clients seeking assistance with platform-related issues, ensuring prompt and professional communication.
• Analyze and resolve customer issues related to platform performance and functionality.
• Provide specialized first-level technical support, ensuring incidents are handled within SLAs and provide workarounds or fixes where applicable.
• Monitor and acknowledge customer-reported incidents, conduct initial troubleshooting, and provide solutions where applicable.
• Track incident progress, escalate unresolved issues to the appropriate internal teams, and ensure timely resolution and communication with customers.
• Support the implementation of corrective actions based on customer feedback and operational data.
• Assist in the creation and refinement of knowledge base articles and troubleshooting documentation for internal use.
• Work closely with the back office team to relay customer insights and help prioritize bug fixes, updates, or platform enhancements.
• Provide feedback on recurring issues or feature requests, supporting the team’s efforts to enhance the platform’s functionality and customer experience.