IP Customer Support Agent

📍 Job Overview

• Job Title: IP Customer Support Agent
• Company: Questel
• Location: Ljubljana, Slovenia (Hybrid)
• Job Type: Hybrid
• Category: Customer Support
• Date Posted: 2025-07-29
• Experience Level: 2-5 years

🚀 Role Summary

• Key Responsibilities: Provide technical and functional support to clients using Questel's Patent SaaS products, troubleshoot issues, and ensure customer satisfaction.
• Key Skills: Customer support, technical support, problem-solving, interpersonal skills, time management, service quality, communication skills, SaaS, patent law, IP concepts, Microsoft Office, team collaboration, adaptability, learning, troubleshooting, customer education.

💻 Primary Responsibilities

📝 Enhancement Note: The role involves a mix of customer support, technical troubleshooting, and product education, requiring a strong customer-oriented mindset and technical problem-solving skills.

• Customer Support: Ensure client satisfaction by providing technical and functional support, receiving incoming calls and emails, and responding to customer requests.
• Troubleshooting: Resolve software problems, systems performance issues, and user errors by following existing procedures and using a bug tracker.
• Product Education: Support and educate customers in the use of Questel's Patent SaaS products, including IPMS and Equinox Brand Proposal.
• Customer Feedback: Communicate customers' requests for product improvement to the relevant teams.
• Follow-up: Ensure proper follow-up with clients and maintain good cooperation with Sales, Admin, and Technical Teams.
• Meetings: Meet with customers to understand their needs and provide support solutions.
• Product Updates: Stay up-to-date with the latest product features and system updates, and participate in testing phases before updates.
• Training: Follow internal trainings for new and existing patent software functionality, troubleshooting techniques, and customer service best practices.
• Escalation: Communicate effectively with regional and global leadership if escalation is needed.
• Projects: Work on special projects and other duties as assigned by management.

🎓 Skills & Qualifications

Education: A Master's degree or equivalent experience is required.

Experience: At least two years of experience in SaaS customer support (B to B) with a good ability to understand and solve technical problems. Experience in the use of IPMS tools and a basic knowledge of patent filing procedures or intellectual property in general are also required.

Required Skills:

• Proficient in Microsoft Office Suite
• Fluency in English (required)
• Basic knowledge of patent law and IP concepts
• Strong problem-solving and service skills
• Excellent time management and prioritization skills
• Strong customer-oriented mindset
• Ability to work independently and collaborate well in a team
• Exceptional interpersonal, telephone, and customer service skills
• Strong problem-solving abilities and a proactive approach to challenges
• Eagerness to learn, listen, and continuously improve
• Comfortable with technology and adaptable to various technical tools
• Skilled in handling multiple tasks efficiently
• Clear and professional written and verbal communication skills

Preferred Skills:

• A second and third European language (French, Italian, Spanish, German) are a plus.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in Ljubljana, Slovenia is approximately €2,200 - €2,800 per month, based on market research and regional adjustments.

Benefits:

• Full-time permanent contract
• Hybrid working model
• Industry full of innovation and excitement
• Flat hierarchy that champions courtesy, honesty, and courage
• Exciting career development paths in a supportive and ambitious company
• Pleasant working atmosphere in a dynamic, international setting with offices across the USA, EMEA, and APAC
• Work with a diverse range of prestigious international clients (Fortune 500, CAC40, etc.)
• Regular company events and team buildings
• A relaxed working environment with informal gatherings
• Office perks: Free coffee, tea, weekly fruit basket, and nuts
• Modern office space in Ljubljana with on-site parking

🎯 Team & Company Context

🏢 Company Culture

Industry: Questel operates in the intellectual property and innovation management sector, facilitating the development of innovation in an efficient, safe, and sustainable way.

Company Size: Questel is an international group with offices across the USA, EMEA, and APAC, indicating a mid to large-sized company structure.

Founded: Questel was founded in 1998, with a history of growth and expansion in the intellectual property and innovation management sector.

Team Structure:

• The Customer Experience team consists of customer support agents who work closely with Sales, Admin, and Technical Teams to ensure customer satisfaction and product improvement.
• The team follows Agile methodologies, with regular sprint planning and collaboration to address customer needs and product enhancements.

Development Methodology:

• Questel follows Agile/Scrum methodologies for product development and customer support, with regular sprint planning and collaboration between teams.
• The company emphasizes code review, testing, and quality assurance practices to ensure the delivery of high-quality products.
• Questel uses deployment strategies, CI/CD pipelines, and server management tools to automate deployment and ensure system reliability.

Company Website: Questel

📝 Enhancement Note: Questel's international presence and focus on intellectual property and innovation management indicate a dynamic and innovative work environment, with opportunities for growth and development in the intellectual property sector.

📈 Career & Growth Analysis

Web Technology Career Level: The IP Customer Support Agent role is an entry to mid-level position in the customer support and technical services sector, with opportunities for growth and development within the company.

Reporting Structure: The IP Customer Support Agent reports directly to the Customer Experience Manager and works closely with Sales, Admin, and Technical Teams to ensure customer satisfaction and product improvement.

Technical Impact: The role has a direct impact on customer satisfaction, product improvement, and the overall success of Questel's Patent SaaS products. The IP Customer Support Agent plays a crucial role in maintaining customer relationships and driving product innovation.

Growth Opportunities:

• Career Progression: With experience and proven performance, IP Customer Support Agents can progress to senior roles within the Customer Experience team or explore opportunities in other departments, such as Sales, Technical Support, or Product Management.
• Technical Skill Development: Questel offers continuous learning and training opportunities to help employees develop their skills and advance their careers in the intellectual property and innovation management sector.
• Leadership Potential: As the company grows, there may be opportunities for IP Customer Support Agents to take on leadership roles, mentoring junior team members and contributing to strategic decision-making processes.

📝 Enhancement Note: Questel's focus on growth and social responsibility, along with its commitment to fostering an inclusive and equitable workplace, provides numerous opportunities for career growth and development within the company.

🌐 Work Environment

Office Type: Questel's office in Ljubljana follows a hybrid working model, with employees working both on-site and remotely.

Office Location(s): Questel's Ljubljana office is located in a modern office space with on-site parking, providing a pleasant working atmosphere and easy access for employees.

Workspace Context:

• Collaborative Workspace: The hybrid working model allows for both collaborative in-person interactions and remote work flexibility, fostering a dynamic and innovative work environment.
• Technical Tools: Questel provides the necessary tools and resources for employees to perform their jobs effectively, including access to relevant software, databases, and communication platforms.
• Cross-functional Collaboration: IP Customer Support Agents work closely with Sales, Admin, and Technical Teams to ensure customer satisfaction and product improvement, fostering a collaborative and cross-functional work environment.

Work Schedule: The hybrid work arrangement allows for flexible scheduling, with employees working both on-site and remotely according to their team's needs and preferences.

📝 Enhancement Note: Questel's hybrid work environment and focus on collaboration and cross-functional teamwork provide employees with the flexibility and support needed to balance their personal and professional lives while driving innovation and success in the intellectual property and innovation management sector.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to assess communication skills, customer service orientation, and basic problem-solving abilities.
2. Technical Assessment: A hands-on assessment of troubleshooting skills, product knowledge, and customer support experience, focusing on real-life scenarios and problem-solving exercises.
3. Behavioral Interview: An in-depth discussion of the candidate's customer service experience, problem-solving approach, and cultural fit with Questel's values and work environment.
4. Final Evaluation: A review of the candidate's overall performance throughout the interview process, with a focus on their potential for growth and development within the company.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Product Familiarization: Brush up on Questel's Patent SaaS products, including IPMS and Equinox Brand Proposal, and be prepared to discuss their features, benefits, and use cases.
• Troubleshooting Skills: Refresh your troubleshooting skills and be prepared to discuss your approach to identifying, diagnosing, and resolving technical issues.
• Customer Service Skills: Prepare examples of your customer service experience, focusing on your ability to listen, empathize, and resolve customer concerns effectively.
• Problem-Solving Skills: Practice your problem-solving skills and be prepared to discuss your approach to analyzing complex situations, identifying root causes, and implementing effective solutions.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Questel's interview process focuses on assessing the candidate's customer service orientation, problem-solving skills, and cultural fit with the company's values and work environment. By preparing for the interview process and demonstrating your relevant skills and experience, you can increase your chances of success in the IP Customer Support Agent role.

📌 Application Steps

To apply for the IP Customer Support Agent position at Questel:

1. Submit Your Application: Submit your application through the application link provided.
2. Prepare for Technical Assessment: Brush up on Questel's Patent SaaS products, troubleshooting skills, and customer service experience to ensure you're well-prepared for the technical assessment.
3. Research Questel: Familiarize yourself with Questel's mission, values, and work environment to ensure a strong cultural fit and demonstrate your enthusiasm for the role during the interview process.
4. Practice Problem-Solving: Enhance your problem-solving skills and be prepared to discuss your approach to analyzing complex situations, identifying root causes, and implementing effective solutions in the behavioral interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Questel before making application decisions.