Customer Support Agent

About the role

The Customer Support Agent will join the Customer Experience Department to ensure client satisfaction for Questel’s SaaS products, including the Equinox suite. The role combines technical troubleshooting with functional guidance, requiring a basic understanding of patent law and intellectual property concepts.

Key responsibilities

• Provide technical and functional assistance to customers via phone and email.
• Troubleshoot software issues, system performance problems, and user errors using a bug‑tracker.
• Educate users on the Equinox suite and communicate improvement requests to product teams.
• Maintain follow‑up with clients and collaborate with Sales, Admin, and Technical teams.
• Stay up‑to‑date on product features, system updates, and internal training.
• Escalate issues to regional or global leadership when necessary.
• Participate in special projects as assigned by management.

Required profile

• Master’s or licence degree, or equivalent work experience.
• Minimum two years of B2B SaaS customer support experience.
• Basic knowledge of patent filing procedures or intellectual property.
• Fluency in written and spoken French and English; additional European language is a plus.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using Equinox tools.
• Familiarity with bug‑tracking systems.