Customer Support Advisor - Remote Position

About the Role

We are currently seeking a Customer Support Advisor to join our team at Ikoula, a leading French hosting provider. This Customer Support Advisor remote position is crucial for enhancing our client relationships and ensuring their needs are met efficiently. You will play a key role in managing client interactions and providing exceptional service.

What You'll Do

• Handle incoming and outgoing calls, assisting clients with their inquiries and requests.
• Manage and track sales tickets, ensuring prompt and effective resolution.
• Onboard new clients, guiding them through our services and offerings.
• Analyze reasons for client cancellations and implement corrective actions to improve customer experience.
• Collaborate closely with Technical Support and Business Development teams to provide cohesive solutions to client needs.
• Engage in customer satisfaction initiatives, including surveys and retention campaigns.
• Maintain accurate client data in internal tools (Host Bill, CRM, etc.) to ensure data integrity.

Requirements

• Strong interpersonal skills with a keen sense of customer service.
• Good understanding of the IT sector, including internet, hosting, and cloud services.
• Familiarity with technical environments related to hosting: protocols, servers, messaging, networks, Windows Server, Linux, virtualization, storage, etc.
• Proficiency in office software (Office Suite) and internal tools (Host Bill, CRM Spread, Canva, etc.).
• Good written English skills (reading and writing).

Nice to Have

• Experience in a call center or customer support role is preferred.
• BTS/DUT Commerce or equivalent qualification.

What We Offer

• Remote work flexibility with 2 days of telecommuting per week.
• 50% reimbursement of public transport costs.
• 60% coverage of meal vouchers valued at €11.
• 12 RTT (reduced working time) days.
• Company health insurance and provident plan.
• Employee savings plan.
• Opportunities for career advancement.

At Ikoula, we are committed to fighting against all forms of discrimination. We promote an inclusive and respectful work environment for all differences. All our positions are open to people with disabilities, provided they meet the required skills.