Level 3 Support Specialist providing pro - active technical support for Vista’s Cloud clients globally. Responsible for incident management and collaborating with teams for solutions.
About the role
- Customer Support Specialist at Doctrine providing support to legal professionals. Responsible for customer inquiries, account management, and service improvement in a hybrid setting.
Responsibilities
- Client support and issue resolution: respond to customer inquiries across channels (tickets, chat, phone, email); diagnose and resolve technical or functional issues related to our platform; work closely with CSMs/Account Managers to ensure optimal user support.
- Account management and follow-up: activate new users and update contacts in our customer tools; collaborate with Account Managers and Sales Administration (ADV) for recovery of unpaid invoices.
- Customer onboarding and training: help users get started with the product by providing tailored guidance and resources; write articles and guides for our knowledge base to address recurring questions.
- Continuous improvement and feedback escalation: identify and report bugs, suggestions, and improvement opportunities to the Product and Tech teams; contribute to optimizing support processes to improve efficiency and customer satisfaction; participate in service automation (FAQs, chatbots, canned responses/macros, etc.).
Requirements
- Experience & Skills
- • 1–3 years of experience in customer support, customer success, or client relations, ideally in a SaaS or tech environment
- • Excellent written and verbal communication skills in French (English is a plus)
- • Appetite for digital tools and a solid understanding of tech/SaaS environments
- • Ability to simplify technical concepts and adapt to a variety of stakeholders (lawyers, legal professionals, CFOs, etc.)
- • Strong customer orientation and problem-solving mindset
- Soft Skills
- • Active listening, empathy, and a pedagogical approach
- • Rigor, organization, and ability to manage priorities
- • Team spirit and cross-functional collaboration
- • Proactivity and ability to work in a dynamic environment
Benefits
- 🏡 Flexible remote work policy, with 2 in-office days per week (Tuesday and Thursday)
- 🌱 Numerous career paths and internal mobility opportunities available to everyone at Doctrine
- 🌴 Flexible and unlimited vacation
- 📚 A strong focus on individual and collective training, with an annual €750 personal learning budget and regular team/company training sessions
- 🏄♂️ Regular company events
- 👩⚕️ Comprehensive health insurance with Alan
- 🚲 A sustainable mobility allowance of €66 per month
- 🏋️♀️ Gymlib membership for sports and wellness
- 🍱 A Swile card for meal vouchers
- 🧘 Free access to the Moka.care mental health support platform
- 💡 Hundreds of discounts and benefits negotiated through our Works Council (CSE)
- 🍏 New Apple work equipment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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