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.
- 23 days of annual leave increasing to 25 with length of service
- 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.)
Job location: Leeds (UK) or Sophia-Antipolis (FR) - Hybrid
Driven 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.
