Customer Care Representative

Join Rise Up, a leading European learning software provider, as a Customer Care Representative. In this role, you will be the first point of contact for customers, delivering outstanding customer service with a strong technical dimension. You will handle customer inquiries, provide product and service information, troubleshoot and resolve technical issues, and ensure customer satisfaction.

Responsibilities

• Répondre aux demandes des clients par e-mail et par chat, fournir des informations précises et complètes.
• Diagnostiquer, résoudre et escalader les problèmes techniques, en collaborant avec les équipes de produit et d'ingénierie.
• Aider à garantir que les bases de connaissances internes et externes sont à jour avec les dernières modifications du produit.

Requirements

• Previous experience in a client service role, understanding the dynamics and requirements of customer support.
• Experience in technical support or SaaS support, with solid troubleshooting methodology (isolate, reproduce, resolve or escalate).
• Comfortable with technical concepts such as APIs, SSO, browser debugging (console, HAR files), and log analysis.
• Ability to translate technical explanations into clear, jargon-free language for customers.
• Familiarity with CRM systems and practices.
• Fluent in French and English, with strong communication skills in both languages. German would be a plus.
• Ability to multi-task, prioritize, and manage time effectively.
• Problem solver: your daily activities consist of solving complex functional and technical issues.
• Demonstrated client-centered approach, prioritizing customer satisfaction and delivering timely resolutions.
• Excellent interpersonal, written and oral communication skills.
• Empathy and a customer-oriented attitude.
• Tenacity, willfulness to solve issues and close tickets in a timely manner.