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Product Specialist - Technical Support
- United Kingdom
- Technical Support
- Full-time
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Join Our Mission to Transform Support!
At Coveo, our Technical Support team is driven by a mission: turning every interaction into a meaningful experience for employees, partners, and customers. We’re here to empower everyone to achieve their goals with the Coveo platform. Sound like your kind of challenge? Read on!
The Mission
Coveo Support isn’t your average call center. Forget about tiers or levels of support—here, we operate as a cohesive team of product specialists with deep expertise in the Coveo platform. Your mission as a Product Specialist is to ensure our customers have the best possible experience with Coveo by:
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Answering product configuration questions
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Investigating issues and finding optimal solutions
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Sharing best practices on product features and components
You’ll become a true expert on our platform, using your knowledge to guide customers, partners, and colleagues alike.
Sounds interesting? This is what it looks like on a daily basis!
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You kick things off with a quick review of your open cases, actions to be taken and plan your day accordingly
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You have a scrum meeting with the team to go over support incidents and requests for which you need a fresh pair of eyes
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Back at your computer, a new case is assigned to you. You reach out to the customer to ensure you have all the necessary information to investigate. You interact with a colleague from R&D and learn more about more technical parts of the platform. This allows you to solve the customer’s issue! You update the case with the detailed solution.
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Take the time to do some proactive support by creating knowledge articles and sharing your findings for colleagues and customers to reuse when faced with similar situations (familiar with KCS? If not, you will be).
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Then, it’s time to take your allocated time for professional development, either from training or department improvement projects involvement.
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Finally, you take one last look at your cases to ensure nothing is unattended before your day is over.
Here is what we’re going to look at in your profile:
While experience is a plus, what really matters is your curiosity, passion for self-learning, and a drive to make a difference. Here’s what we value:
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A commitment to delivering exceptional experiences
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A passion for technology and web development
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Proficiency in Python, JavaScript, CSS, and HTML
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Strong English communication skills (a second language is a plus!)
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Excellent organizational skills
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Thrives in a fast-paced environment, enjoys teamwork, and loves solving complex puzzles
Do you hit all the marks? You might be the one!
If you’re a tech-savvy, motivated, and self-taught individual who thrives on learning and solving challenges, you could be the one we’re looking for! Our interview process focuses on uncovering raw talent and potential beyond just technical expertise. We offer plenty of learning opportunities to help you grow and unleash your full potential.
Think we’re a match? Send us your resume and let us know why you’re a perfect fit for the team. Join the Coveolife!
Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!
Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.
If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
