Our Support Team plays a critical role in the daily life of our customers. We provide assistance for all functional and technical questions and only operate asynchronously (email only): no live assistance (chat, phone) is provided.
As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email.
You will work in full autonomy, your work will be judged on measurable results and while we have guidelines for style of writing, there is no script whatsoever and each individual can bring their own personal touch.
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 the key stakeholders you’ll be working withAnswer to written requests from clients (50% of the time)Within 3 months, you will:
Start answering to written requests from clientsGuarantee customer satisfaction and respect of our SLAs (we aim at answering most requests under 2 hours)Get to know our product and all its features inside outWithin 6 months, you will:
Keep answering to written requests from clientsWork autonomously to identify and document bugs and have them solved by the R&D teamContribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)Within 12 months, you will:
Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the teamStart handling our most valuable customers by becoming a dedicated agent for some of themThe Skills Set
3+ years experience within support function roleYou bring a client-centricity mindset to everything you doYou are a problem solver and a great investigatorYou have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar in FrenchYou are fluent in English (B2 level required)You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructionsEnthusiasm for our culture explained hereWhat We Offer
Compensation: Package includes base salary, a variable component and equity 📈Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. Balance: Flexible hours, full remote work possible anywhere in France 🏠Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍Culture: A framework that will make you successful - envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: 🚀👩🏻💻🏆https://360learning.com/blog/360learner-journey/Interview Process
Phone Screen with our Talent Acquisition ManagerDiscovery Meeting with our Head of Support Case Study to do at homeClarification Meeting with a Support Agent or a Product ManagerCulture Fit Meeting with our VP Client SuccessOffer!
