Customer Support Representative
Ins & outs
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.
Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale..
Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin and Jules. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.
Client Success is at the heart of everything we do!
Our team of Engagement Managers, Adoption Digital Consultant, Retail Expert, Support Agents and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.
This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.
We are looking for a Customer Support Representative to join our great CS team
Customer satisfaction is our motto! As the first person in contact with our users, you interact with customers on a variety of channels such as phone, support tickets and email, and ensure that all valid customer concerns are being dealt with immediately.
In this role, you will:
Take ownership of customer concerns and issues - you are customer-obsessed so you provide customers the best possible experience. You are the first and single point of contact for all inquiries related to the support, troubleshooting procedure, resolution time, and updates on the progress made.
Processing and optimization of configuration requests
Troubleshoot problems and see them through to resolution - Once a user query or support ticket is assigned to you, you need to research all possible ways to troubleshoot the problem and quickly come up with a solution.
Escalate unresolved issues to the appropriate internal teams - when issues are highly technical or beyond the scope of what you can handle on the spot, you need to make sure that the problem is being communicated to the right internal team(s) and that they take appropriate action to resolve it.
Collect prompt and accurate feedback from customers - beyond resolving a customer issue you need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.
Document knowledge in the form of FAQ, solution articles and best practices - every solution to a customer problem provides valuable learning experiences both for us and for our customers. You should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future.
Optimize our existing processes, enrich our best practices to strengthen Goodays’ presence at the Local level.
Desired Education & Experience
2 years experience minimum in a similar role: customer care, customer service, customer support agent,...
Experience with help desk software (HelpScout, Zendesk, Freshdesk,...) and computer skills
Experience using Excel/Gsheet
Active listening and communication skills, natural at problem-solving
Comfortable to interact directly with customers on a daily basis
Fluent English/French both written/spoken, 3rd european language a plus
Good understanding or experience in the Tech, Saas and Retail sector.
Naturally customer obsessed, you aim to provide first class support
Organised & methodical, able to handle multiple projects & customers’ requests simultaneously
Creative, curious & innovative, able to maintain, enhance and develop our training and support capabilities & assets
Autonomous, proactive, and willing to make an impact on the team and our customers
Reporting directly to the Head of Customer Support and Training, you will also work directly with the Client Success Managers, Local Success Managers and Product team to provide end-to-end support to our customers’ teams at points of sale. You ensure that the solution provides maximum value to the customer's local users, provides follow-ups and support and ensures that they become self-sufficient in its day-to-day use.
What Goodays offers you
A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth
A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with
Fun and challenging working environment with significant opportunities for career growth and development
An international environment
Attractive salary package including excellent pension, health insurance and life insurance
Open and inclusive working environment including flexible hours and parent-friendly options