About the Role

The Customer Support Specialist will join the team on a 5-month fixed-term contract. In this role, you will provide timely and accurate support to users of the company’s products, including patients, clinics, and partners.

In this role, you will primarily provide technical support to users in French. You will troubleshoot and document technical issues and help ensure support tickets are handled effectively and within defined SLAs. You will also act as an internal knowledge base and contribute to training and project support.

As a Customer Support Specialist, you will collaborate closely with Product, Engineering, and Commercial teams to resolve customer issues, share customer insights, and ensure customer-facing colleagues are well informed.

What you'll do

• Customer Support: Provide exceptional support to our customers using Zendesk Support via phone, chat, and email during scheduled business hours (our Help Center is open Monday - Friday from 8am - 5pm Eastern time).
• Communication & Ticket Updates: Provide timely, clear updates that keep the customer informed of support ticket’s next steps while the ticket is open.
• Documentation: Author internal notes to document the support interaction, any steps taken, decisions made, and final resolution.
• Knowledge Creation: Create product knowledge documentation (text, screenshots, and/or video).
• Customer Advocacy: Advocate for the customer and their feedback to the Product and User Experience teams.
• Cross-functional Escalation: Escalate to Quality, Product, and Engineering when needed, while being able to research, troubleshoot, and write a detailed issue report to set these teams up for success.
• Customer Journey & Health: Help support client health and the customer journey as a whole, not always simply responding to the ticket at hand.
• Continuous Improvement: Always look for ways to improve the customer experience, whether through avenues of communication, process improvement, or tools.

Qualifications

Education & Technical Skills

• Education: Bachelor's degree required or similar / relevant experience.
• Language Skills: Proficient/Advanced fluency in French is mandatory 
• Support Tools: Experience with the Zendesk Support toolset is strongly preferred.
• Technical Curiosity: Curiosity for understanding how it works under the hood – software, device management, and transfer protocols.

Professional Competencies & Soft Skills

• Product & Program Knowledge: Ability to build and utilize in-depth knowledge of company products, programs and internal support tools to effectively assist customers.
• Internal Collaboration: Strong collaboration skills to leverage the expertise of colleagues and team members within the Customer Support department to resolve customer issues. 
• Customer-Centric: A natural helper who genuinely enjoys making customers happy and offers effective customer service for all internal and external Glooko customers.
• Action-Oriented & Problem-Solving: Action-oriented and thrives in an environment that requires strong problem-solving skills, independent self-direction, and timely execution.
• Troubleshooting: Excel at troubleshooting, root cause analysis, and solving problems.
• Communication: Effective communicator with a clear, friendly, and precise approach.
• Adaptability & Energy: Energetic but patient with the ability to switch gears easily (from customer to customer but also from customers to projects).
• Empathy: Ability to show empathy and understanding to those around you.

Candidate Privacy
By applying for this position, you acknowledge that Glooko will process the personal data you provide as part of your application for the purpose of managing and evaluating your candidacy.

For more information about how we collect, use, store, and protect your personal data, as well as your rights under applicable data protection laws, please see our Glooko Privacy Notice.

About Glooko

Glooko is a global digital health company on a mission to simplify diabetes and glycemic management across the care continuum. Our work connects people with diabetes, healthcare providers and diabetes devices through technology that makes diabetes care easier, more connected and more actionable.

At Glooko, we bring together people who are passionate about improving healthcare through innovation, collaboration and purpose-driven work. Our teams are building solutions that help clinicians streamline workflows, centralize diabetes data, support more informed decisions and improve care across outpatient and inpatient settings. At Glooko, employees have the opportunity to contribute to meaningful work that supports patients, providers and care teams around the world.

Glooko provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability. In addition to federal law requirements, Glooko complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.