Customer Support Specialist (+French Speaking)

Position Overview

Due to phenomenal growth, we are seeking a Customer Support Specialist to join our team in London. The role involves handling Tier I support and client relationships by answering support calls, resolving issues, and ensuring complete client satisfaction. Exceptional written and verbal communication skills in English are required, along with advanced to fluent level in French.

Key Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine issues by evaluating and analyzing symptoms.
• Diagnose and resolve technical and software issues involving internet connectivity, login problems, and more.
• Identify and prioritize issues per client specifications and redirect problems to appropriate resources.
• Accurately process and record call transactions using a computer and designated CRM software.
• Offer alternative solutions to retain customer and client business, researching solutions using available resources.

Qualifications and Experience

• Experience with phone‑based software application or technical support in a call‑center environment.
• Exceptional written and verbal communication skills in English are required; advanced to fluent level in French.
• Working knowledge of Windows OS.
• Proven problem‑solving skills and technical aptitude.
• Superb communication and customer‑handling skills.
• Ability to think on your feet in a high‑demand, fast‑moving environment.

Benefits

• Flexible work environment with hybrid model; office hub in London.
• Global days of service, comprehensive health benefits, meeting‑free days, generous time‑off policy, and wellness programs.
• Diversity and inclusion initiatives with employee resource groups and educational resources.

Diligent is a drug‑free workplace and we are an equal‑opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical or mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at recruitment@diligent.com.

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