Customer Support Specialist Level 1

Concord (noun) con·cord | a state of agreement; harmony

With $47M in funding, Concord is the #1 Contract Management Platform for Small & Medium Businesses. Used by thousands of companies across the world including Discord, Warby Parker and Glossier, Concord is more than just e-signing. From drafting and internal approvals, online negotiation, contract execution to deadline management, Concord brings simplicity to the entire contract lifecycle.

Contract Lifecycle Management (CLM) has been the fastest growing software industry for the past five years. With 95% of the world’s companies still managing their agreements manually, analysts predict that CLM will soon become the 3rd largest software industry behind ERP and CRM.

Concord is a product-centric and customer-first company with offices in the USA and France. Through its product and company culture, Concord incorporates the values Passion, Humility, and Integrity in everything. 

About the Role 

Under the responsibility of our Head of Customer Success and in close collaboration with our Engineering team based in the United States and France, as well as with the development teams, you will participate in providing assistance and resolving issues encountered by our customers on Concord’s platform.

What you can expect from us

• A work environment where hard work and high quality are rewarded ;
• An agile organization where you can quickly act and have an impact ;
• Transparency: once you're part of the team, you'll know all about it (strategy, HR, Product and business updates) ;
• An atmosphere with good spirit, kindness and mutual aid.

What we can expect from you

• Gain a user's perspective to understand their needs and how they use our platform
• Respond to and resolve support issues reported by customers in a clear and concise manner
• Handle all customer inquiries and technical troubleshooting issues including: general product education, account configuration, billing, bug reporting and more
• Create and maintain compelling written and/or visual content for both our customers and internal audiences, mainly for our support articles
• Function as the voice of the customer and provide internal feedback to our Product teams
• Work along with the Level 2 Support and our development team for incident tracking
• Contribute to maintaining a consistent SLA/response time and a high customer satisfaction rate
• Actively participate in the respect of all practices and security policies of the company. 

Requirements

• At least 2 years of experience in a similar role within a support service at a SaaS solution provider
• Significant experience with Excel and CRM tools including Hubspot and the Atlassian suite of products (Jira, Confluence), and more.
• Proven ability to learn quickly and work in a collaborative environment
• Comfort and experience working in an external-facing capacity
• High attention to detail and technical proficiency is a must
• Strong communication skills, both written and verbal, especially when explaining complicated issues
• Proven time management skills with the ability to prioritize tasks