Platinum Experience Manager Bilingual French/ English


Job Description

GTeam FZ LLC provides software support services to customers who use our 25+ software products. Our Customer Support Managers manage the day-to-day operations of our software support teams.

The Platinum Experience Manager (PEM) works on behalf of our platinum customers to ensure their software support issues are prioritized appropriately, resolved completely, and solved as quickly as possible by our teams. Please note that this is not a technical position, as Platinum Experience Managers are focused on issue management and relationship management. PEMs have monthly calls with the customers assigned to them and they work the key issues through these calls and follow-up emails. On average, PEMs have 10 Platinum Experience calls per week and spend the rest of their time researching issues, following up through email and participating in support management activities.

We are looking for candidates who have the following skills, experience and attributes:

Experience in at least one of the following: account management, relationship management or customer support management.

Project management experience, preferably with direct customer interaction.

The ability to be effective in a dynamic work environment with changing priorities and multiple customers (external and internal).

A positive and resilient mindset

Strong written and verbal communications skills in English and French. Fluency in German or Italian is a plus, but not required.

Business Computer skills, such that you are effective with applications like: Microsoft Office and Google Docs.

Bachelor’s degree or higher (preferred)

The other key specifications for this position:

Work Location - This is a work-from-home position where you use email, Skype, GoToMeeting and web-based systems heavily. You can work from anywhere in the world, as long as you have a strong, stable internet connection.

Work Hours / Schedule – This is a full-time 40 hour per week position. Customer Support staff work primarily US Eastern work hours (8am to 6pm), as this is when most of our customers are available. We do have some customers in Europe that you would work with as well, so there may be a instances where you would need to have conference calls before 8am US Eastern.

We pay $20/hour for these ongoing positions. We work with you through one of several approved staffing and payment platforms which will charge a percentage fee on your gross earnings. For United States citizens and permanent residents, we pay $16/hour because we have to cover W-2 processing through these platforms.

How to qualify for the position:

Show us who you are. We need verifiable identification, online skills tests, and a brief Skype video interview. This part of the process is not paid, but it won’t last more than a week overall, and if you’ve got the motivation, you’ll be done in a few hours for work.

The Hiring Manager for the Support Team will review your profile and determine if you are a suitable match for the position and may elect to conduct an additional interview at this stage.

Try out the job. We will hire you into a full-time hourly contract. During the first week, we will ask you to complete several training exercises and prove to us that we should give you the ongoing full-time position (40 hours/week). We’re looking for progress and dedication; if you show that, we may have other positions in GTeam FZ LLC for you even if you don’t get the assignment quite right.

How to start:

We’ll make you a fixed-price offer to start qualifying, and you’ll get detailed instructions as soon as you accept this offer for the test phase. (This is not the paid part, but it’s how we get you into the appropriate recruiting team room.)

GTeam FZ LLC is proud to be an equal opportunity employer that provides an exceptional work environment. All candidates will be required to undergo and pass a rigorous background check to ensure a safe and productive workplace.

To get started, click “Apply for this Position” below.

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