L1 Support Agent - French & English ($30,000/year USD), Sparkrock

Are you exceptionally good at resolving problems? Are you someone at work or in an academic environment whose colleagues ask for advice on how to resolve a certain problem with a tool or system? And are you looking for a serious opportunity to take your skills to the next level? If so, then keep reading...At Sparkrock, we help social benefit organizations—like nonprofits, school boards, and government agencies—reach their greatest potential through technology. Every day, over 150,000 people use our ERP and product platforms to work more efficiently, freeing up time and resources to focus on the good they want to achieve.We are convinced that the best support agents are smart individuals who enjoy learning new things and can apply knowledge to address the challenges that customers face. The ideal candidate will possess driven, strong communication skills, problem-solving, and a desire to advance in the future. This is a fantastic entry point into a great, fast-paced organization that enables multiple opportunities to advance and grow your career.We also understand that top performers want to develop and grow. That’s why we provide continuous training and coaching focused on unlocking people’s potential. We want all our support team members to unleash their potential and let that be the driver for development.We are an organization where you will have unlimited opportunities to grow and develop, where you don’t have to worry about factors outside of your control, and where there’s no ambiguity about what’s expected or what it takes to be successful.If you are passionate about learning and growing and want to develop into a top customer service professional, this role is for you.ResponsibilitiesSolve difficult customer problems in close alignment with SLAs defined for the different product componentsTake ownership of support incidents and use all available resources and knowledge to resolve themIdentify areas to improve the knowledge we use for resolving customer issues and improve our AI support channelsCommunicate with customers through different channels (voice or written) and determine the best way to address their issues by asking accurate and meaningful questionsContinuously master our product(s) and their components by going deep into our knowledge resourcesConsistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed ticketsBe online and available during your shift with excellent internet connectivity and audio without noisy backgroundsRequirementsProfessional proficiency in written and spoken FrenchAbility to communicate confidently with tech-savvy and non-savvy customers using perfect written and spoken EnglishFamiliarity with a range of enterprise software solutions, including SharePoint and SQL, and comfortable in conversations with IT professionals and technical customersExperience in troubleshooting and solving problemsCustomer advocacy, empathy, and keen attention to detailAvailable to work any monthly-assigned shift - the team provides 24x7 coverage for our customers around the worldNice to HaveExperience in a technical support role covering enterprise software productsAn education focused on Computer Science, MIS, or similar technical disciplinesBenefitsWe don’t call them perks; they’re just part of what makes working at Sparkrock great.We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of itFlexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customersWe are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experienceIntroductions to thought leaders in the space and webinars on cutting-edge tech hot topicsStipend to help set up your ideal home officeFocus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.All open roles are for existing vacancies unless otherwise communicated to the candidate. We are committed to keeping candidates informed throughout the process and will notify all interviewed applicants of our hiring decision within 45 days of their interview. Sparkrock retains all job postings and related recruitment information for a minimum of three years.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.