WHAT YOU'LL DOProvide Tier 2 Client Support via phone and email channels
Identify the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to complex application or system issues
Develop and document standard operating procedures (SOPs), workflows, and best practices.
Document each customer contact using our contact tracking system in a clear, concise and understandable format
Escalate unresolved customer issues with all pertinent information included, to Tier 3 Customer Centric Engineering or other appropriate technical teams
Continuously follow up with clients on status of issue within our defined milestones.
Lead or actively participate in internal projects such as improvements to processes, training development, capturing and maintaining knowledge repository
Act as a liaison between Support and Product Development and serve as escalation point for escalated issues from internal Sales and Success teams
Provide coaching, guidance, and informal leadership to support staff, fostering knowledge sharing and skill development.
Assist in onboarding and training new support team members.
WHAT YOU'LL NEEDFluency in French is required - this role involves specific technical vocabulary in French
Experience with Salesforce.com or similar CRM systems (beneficial).
Working knowledge of XML, SQL, HTML/CSS.
Positive attitude and willingness to learn
Advanced knowledge in addressing user inquiries in one or more of the team's core applications.
Strong customer service and interpersonal skills
Excellent written and verbal communication
Ability to handle high-pressure situations with professionalism
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What We Do
Veritone (NASDAQ: VERI) designs human-centered AI solutions. Serving customers in the talent acquisition, media, entertainment, and public sector industries, Veritone’s software and services empower individuals at many of the world’s largest and most recognizable brands to run more efficiently, accelerate decision making, and increase profitability. Veritone’s leading enterprise AI platform, aiWARE, orchestrates an ever-growing ecosystem of machine learning models that transforms data sources into actionable intelligence. Guided by its commitment to responsible AI use, Veritone blends human expertise with AI technology to advance human potential and help organizations achieve more than ever before.
Why Work With Us
Our team is growing exponentially, globally. Once hired, you will hit the ground running, supported by people who want to see you succeed. We solve some of the biggest challenges in the world in the energy, government, legal and compliance, and media industries.
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