You'll be in charge of ensuring Rise Up's support. You'll report to Camille, our Head of technical services. Your role will be to :

• Be the first point of contact about information request and assistance in the website (tchat) or by e-mail (Zendesk)
• Route tickets to the right service by using knowledge of the platform and Rise Up organization
• Have a really good knowledge of the platform and how it works
• Contribute to Rise Up SLA fulfillment and global clients satisfaction
  • Alert in case of a critical incident to the manager.
• Describe request in a clear and precise way so that developers can understand and work efficiently
• Guarantee the right level of information in our ticketing system in order to generate accurate follow-up indicators
• Communicate internally with the CSM in order to give them enough informations to insure an excellent client relationship
• Maintain helpdesk documentation and knowledge base for the client.

Hard skills

• Proven successful experience of helpdesk support in a Saas B2B environment
• Technical skills (web applications, database knowledge, scripts languages, API knowledge)
• Ability to communicate with clients in French and English

Soft skills

• Excellent interpersonal, written and oral communication skills (remote..)
• Understanding of organization - Proactivity & Anticipation 
• Ability to apprehend customer, project-specific environments with different business rules, requirements and environments
• Adaptability of new contexts and organization
• Tenacity, willfulness to solve issues and close tickets in a timely manner.
• Team spirit