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360Learning
360Learning

Support Agent

Permanent contract
Paris
Salary: Not specified
Fully-remote
Experience: > 3 years

360Learning
360Learning

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The position

Job description

360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. We are building a best-in-class support team - committed to helping customers asynchronously to realize the full potential of 360Learning - while also adapting to a growing customer base and product ecosystem.

Our Support & Services team is the first line of assistance for all functional and technical questions from the 360Learning customer base. In addition, they operate the interface with the product and development teams for reporting bugs and product development requests.

As part of the 360Learning Support & Services team, Support is responsible for providing solutions to our customers' written requests. It answers functional questions and interfaces with the technical teams for bug reports and product feature requests.

Your mission, as a Support Agent for the EMEA region, will be to answer by email to all queries in France, the UK and Germany (in French, English, and if possible in German).

Within 1 month, you will:

  • Experience a comprehensive onboarding that includes an insight into our teams, culture, and product 
  • Become an expert in Trello & asynchronous communication
  • Discover the Support team and get to know key stakeholders you’ll be working with
  • Answer to written requests from clients (50% of the time)

    • Within 3 months, you will:

  • Answer to written requests from clients (100% of the time)
  • Guarantee customer satisfaction and respect of our SLAs 
  • Become an expert of our Product

    • Within 6 months, you will:

  • Answer to written requests from clients (90% of the time)
  • Work autonomously with R&D team to identify bugs 
  • Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)
  • Side projects will represent 10% of your time

    • Within 12 months, you will:

  • Contribute to the scaling of the team by assisting your coach on the recruitments, onboardings, and monitoring processes

    • The Skills Set:

  • 2 - 3 years of Support in a high-growth, fast-paced environment
  • You bring a client-centricity mindset to everything you do
  • You are a problem solver and a great investigator
  • You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar in French 
  • You are fluent in English, good German (written) skills are a big plus
  • You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions
  • Enthusiasm about the idea of working in our Culture of Convexity: https://bit.ly/Convexity_360L 

    • What We Offer:

  • Compensation: Competitive package (including a variable component and equity)
  • Benefits: Work From Home perks, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent
  • Flexibility: Flexible hours, full remote work possible anywhere in France
  • International team: Offices in London, New York and Paris
  • Culture: A framework to make you successful - click to envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

    • Interview process:

  • Call with our recruiter 
  • Work from home case study 
  • Interview with the Hiring Coach
  • Meeting with other 360Learners
  • Culture fit with a Co-Founder
  • Offer!

    • Want to know more?

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