As a Customer Support Specialist you will be responsible for ensuring customer satisfaction on a daily basis. You will join the N1 and N2 technical support team, and will report directly to the Support Team Manager.

Your daily tasks will be :

• Qualify customer tickets and ensure they are properly prioritized
• Diagnose customer problems using the tools at your disposal
• Audit and resolve customer issues
• Liaise with developers for N3 requests
• Escalate customer expectations to developers
• Answer questions on the use of our API and make the documentation evolve
• Inform customers of product developments and patches
• Enrich the FAQ
• Helping with the onboarding of new customers as a technical referent

Tools used :

• Jira: ticketing & tasks management
• Graylog: monitoring tool
• Curl / internal tools / postman
• Linux environment

What we offer

• International dynamic environment with many technical challenges,
• 100% online health insurance (Alan),
• 25 holiday days + a minimum of 10 RTT days per year,
• Flexible remote working policy and IT equipments at your disposal,
• Swile meal ticket card (11€ per day),
• Office in the heart of Paris (rue Beaubourg),
• Corporate events: team buildings, company parties, annual seminars…
• A friendly working environment: Baby-foot, Nintendo Switch, pastries…

• You enjoy customer relations and working with developers
• At least two years experience in technical support
• You are familiar with the term API, HTTP request and database
• You are interested in new technologies, and want to learn in the field of IT
• Rigour, good interpersonal skills, autonomy in work and team spirit are the key qualities to succeed in this position
• Fluent French & English (written and spoken), another European language is a plus
• Knowledge in development is a plus (Python, scripting)

• HR phone interview
• A technical test to be carried out
• Technical interview with team members
• Cultural fit with Head of Customer Support