Customer Support Officer

About the role

The Customer Support Officer (CSO) for the CONNECT application acts as the primary liaison between external users—clients and brokers—and internal technical teams. You will ensure smooth, structured, and responsive support for the CONNECT software, handling incidents, requests, and onboarding activities while contributing to continuous improvement of the service.

Key responsibilities

• Serve as the first point of contact for external users experiencing technical issues or needing assistance with CONNECT.
• Manage the full incident lifecycle, including CMT cases, and oversee user onboarding and off‑boarding.
• Collaborate closely with internal application support and development teams to resolve issues efficiently.
• Monitor and analyse recurring incidents and requests to identify optimisation opportunities.
• Promote standardized usage of API services and recommend enhancements to support processes and tools.
• Stay updated on industry best practices and emerging technologies to elevate support capabilities.

Required profile

• Fluency in French is essential to support the French market.
• Minimum B2 level proficiency in English.
• Strong communication skills with a professional and empathetic approach.
• Ability to work collaboratively with cross‑functional technical teams.

Required skills

• Experience with the CONNECT application.