Technical Customer Support

As a Technical Customer Support at lempire, your key responsibilities will include assisting customers with using our products like lemlist, lemwarm, and lemcal effectively. You'll also be tasked with bugs investigation, triage, and providing training for the level 1 support team. Collecting user feedback for the development team and suggesting improvements to the support process are also important parts of the job.

To thrive as a Technical Customer Support at lempire, you should have at least one year of experience in a technical support role. Fluency in both English and French is essential, alongside a good understanding of DNS and server management. Familiarity with web development technologies like JavaScript and HTML will be highly regarded as well.

lempire believes in continuous growth, which is evident in our support for professional development. For our Technical Customer Support team, we offer a dedicated learning and development budget, allowing you to enhance your skills and knowledge continuously. Plus, you’ll have access to a supportive team environment that encourages knowledge sharing.

The ideal Technical Customer Support candidate at lempire is someone who possesses a unique blend of problem-solving skills and a passion for helping others. You should have a curious mind, ready to tackle challenges head-on, and adapt in a fast-paced environment. We’re particularly looking for candidates who have a proactive mindset, enjoy customer interactions, and thrive on leaving every conversation feeling energized.

lempire offers a range of exciting benefits to its Technical Customer Support employees, including a fully remote work setup with a budget for your home office. You'll enjoy profit-sharing and comprehensive medical coverage, among other perks like meal tickets and a Navigo card for seamless commuting. Additionally, we engage in yearly team-building trips that foster camaraderie and collaboration.

When discussing your experience in technical customer support, focus on specific instances where you resolved customer issues effectively. Highlight any relevant tools you used, such as ticketing systems, and emphasize your fluency in English and French, which allows you to interact with diverse clients.

When faced with difficult customers, remain calm and listen actively to their concerns. Demonstrating empathy goes a long way; reassure them that you're there to help. Share an example of how you've turned a challenging situation around, showcasing your problem-solving skills and commitment to customer satisfaction.

To troubleshoot a technical issue, start by gathering detailed information about the user's problem. Ask clarifying questions and replicate the issue if possible. Use your understanding of the product's functionality and your technical knowledge to test potential solutions. Document everything and report back with a clear resolution or escalation if necessary.

In discussing a time when you successfully improved a process, frame it in terms of circumstances, actions, and results. Describe what the existing process was, what issues you identified, and the steps you took to implement a new process. Highlight the outcome, such as increased efficiency or improved customer feedback.

Show eagerness in learning new technologies by discussing your past experiences with embracing new tools or systems. Point out your proactive approach toward self-learning and how you keep up with industry trends. Mention any specific examples of technologies you’ve learned recently and apply them in your work.

Express a genuine interest in lempire by discussing the company's values and growth mission. Highlight your admiration for their innovative products and the positive impact they make on users' lives. Share how you align with their culture of teamwork and continuous improvement, tying it back to your passion for helping others succeed.

When prioritizing tasks, mention your strategy of assessing urgency and impact. Explain how you would address issues that affect multiple users or those experiencing critical problems while still acknowledging other requests. Using organization tools and time management techniques also helps prioritize effectively.

Discuss how customer feedback is invaluable in shaping the support process. Emphasize your commitment to actively listening to users, collecting feedback, and communicating it effectively to the development team. Share an example of how you’ve used feedback to implement a change that benefited customer experience.

To stay updated with the latest trends, mention that you follow industry blogs, participate in webinars, and engage in online communities. Emphasizing your commitment to learning demonstrates your willingness to evolve in your role and implement best practices at lempire.

Highlight your unique combination of technical acumen, interpersonal skills, and passion for customer service. Reinforce how these qualities fit perfectly with the lempire team's culture and mission. Share specific examples from your experience that demonstrate your suitability for handling challenges and driving user satisfaction.