Chargé relation clients H/F
On-siteArgenteuil, Île-de-France, France or Thionville, Grand Est, France
Job Summary
Act as the primary escalation point for complex, unresolved issues from Tier 1 Support, troubleshooting advanced functional and technical problems within Terrako. Collaborate with technical teams to resolve bugs and system limitations, ensuring timely resolution of escalated tickets while documenting root causes and solutions. Develop and maintain internal documentation, including support guides and FAQs, and deliver training sessions to improve Tier 1 resolution rates. Monitor case trends across levels to identify recurring issues, analyze support data for systemic patterns, and produce regular performance reports. Translate recurring problems into actionable recommendations for the project team and advocate for platform enhancements and usability improvements.
Required Qualifications
- Experience in similar role
- Excellent communication and interpersonal skills
- Excellent written skills for online and print
- Fluent in English
- Ability to thrive in a fast-paced, deadline-driven team environment
- Strong analytical and problem-solving capabilities
- Strong customer orientation and desire to improve customer experience
- Technical skills and knowledge (but not limited to): Excel, PowerPoint, Google Suite, Google Analytics, Power BI
- Bachelor's degree
- Diplôme Bac+3 minimum
Desired Qualifications
- Master's degree
- Additional European languages
- Willingness to learn if little previous knowledge of certain areas
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