IP Customer Support Agent

Ljubljana, Osrednjeslovenska
Nedoločen čas
Polni delovni čas

1 mesec nazaj

⭐ Your next adventure awaits here ⭐Questel's mission is to facilitate the development of innovation in an efficient, safe and sustainable way. Questel provides an integrated platform of software and services to meet all needs in terms of intellectual property and innovation management.Join our Customer Experience team as a Customer Support Agent, helping clients use our Patent SaaS, IPMS products, and Equinox Brand Proposal. You’ll provide technical and functional support, troubleshoot issues, and ensure customer satisfaction. A basic understanding of patent law and IP concepts is needed, along with strong problem-solving and service skills.Principal Duties & Responsibilities ...

Ensure client satisfaction (provide technical and functional support).
Receive incoming customers' calls and emails.
Respond to customer requests and follow the existing procedure to solve problems (use of a bug tracker), including troubleshooting software problems, systems performance issues, and user errors.
Support and educate the customer in the use of our Questel Patent SaaS products (including IPMS and Equinox Brand Proposal).
Communicate customers' requests for improvement of our SaaS products.
Ensure proper follow-up with the clients.
Ensure good co-operation with Sales, Admin and Technical Teams.
Meet with customers to understand their needs and provide support solutions.
Ensure to be up to date on the latest product features and system updates.
Follow internal trainings for new and existing patent software functionality, troubleshooting techniques, and customer service best practices.
Possible participation in the testing phases before the updates and taking action on certain specific aspects.
Communicate effectively with regional and global leadership if escalation is needed.
Work on special projects and other duties as assigned by management.

The perfect match ...

Master's degree or licence degree or comparable work experience

Proficient in Microsoft Office Suite

Minimum of two

years’ experience in SaaS customer support (B to B), with a good ability to understand and solve technical problems.

Experience in the use of IPMS tools

Basic knowledge of Patents filing procedures or Intellectual Property in general

Fluency in English required.

A second and third European language (French, Italian, Spanish, German) are a plus.

What will you need to succeed ...

Excellent time management and ability to prioritize tasks effectively
Strong customer-oriented mindset with a focus on service quality
Ability to work independently while collaborating well in a team
Exceptional interpersonal, telephone, and customer service skills
Strong problem-solving abilities and a proactive approach to challenges
Eagerness to learn, listen, and continuously improve
Comfortable with technology and adaptable to various technical tools
Skilled in handling multiple tasks efficiently
Clear and professional written and verbal communication skills

Join Questel; a growing International Group, and live a great Human Adventure!What we offer:

Full-time permanent contract.
Hybrid working model
Best of both worlds: dive into agility and growth in a dynamic setting, supported by structured onboarding and continuous learning for your success!
Industry full of innovation and excitement.

Thrive in a flat hierarchy that champions courtesy, honesty, and courage.
Unlock exciting career development paths in a supportive and ambitious company.
Pleasant working atmosphere in a dynamic, international setting with offices across the USA, EMEA, and APAC

Work with a diverse range of prestigious international clients (Fortune 500, CAC40etc.)
Regular company events and team buildings.
A relaxed working environment with informal gatherings.
Office perks: Free coffee, tea, weekly fruit basket, and nuts.
Modern office space in Ljubljana with on-site parking.

Job location: Ljubljana - HybridDriven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.

Questel

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