As part of its growing activities, Dailymotion is looking to enforce its Customer Support team.
As a Technical Support Engineer, your objective will be to guide our clients during their onboarding and offer them continuous support along their Dailymotion journey by replying to their product and technical questions.
You will be working among the Operation team and you will have to synchronize and orchestrate with different internal teams (including the Sales team, Product team, Content team, and Engineering team) in order to solve client issues or collect information.
Reporting to the Customer Support Director, you will be responsible for the following:

• Interact with customers and provide guidance and knowledge to their products, services, or technical inquiries.
• Investigate, diagnose, troubleshoot clients requests, and identify solutions to resolve their issues.
• Provide prompt and accurate responses to partners within our SLA.
• Ensure requests follow-up, from the reception of the request to its resolution.
• Identify and escalate priority issues per Client specifications.
• Stay up-to-date with product changes and updates and adapt your replies and agent workflows.
• Create new internal documentation (Knowledge Base) and client-side documentation (Help center) and improve existing ones.
•  Ensure good communication across the different teams you will work with.

At Dailymotion, we empower candidates to take action. If this job sounds like a great opportunity for you, be confident in your skills, we are always happy to meet you! If needed, we can accommodate our recruitment process for your special abilities.

Location: Paris
Type of contract: Permanent & Full Time
Start Date: ASAP

🔍 Want to learn more about us:

• Dailymotion.com
• New-York office - BuiltIn
• Offices in France - Welcome to the Jungle
• Our articles  

For French Offices 🇫🇷

🏡Hybrid Work Framework (4 types of remote work : Full office /Flex office (1/2 days remote) / Flex remote (1/2 days at the office) / Full remote + ability to work 3 month abroad)
💰  Saving Plan Vivendi 
🍼  Paternity leave or Coparental leave extended 
🕶️  Living Employee Culture (Events / Trainings / Partys / All hands / Dailymotion tradition…) 
🚀  Career development support (training / internal mobility / compensation cycle / 360 quarter feedback review …)
🏥  High-end Health Insurance and Personal Services Vouchers (CESU)
⛱️  Paid Time off – RTT and Saving time plan (CET)
✅  Meal Vouchers – Public Transport and Bike refund 
🎡 European Economic and Social Committee (sport membership/cinemas vouchers/gift vouchers/discount) 

• At least two years of technical support experience within a similar customer service role.
• Proven track record in hands-on problem-solving.
• Experience troubleshooting in a SaaS environment.
• Professional or self-taught experience and knowledge on HTML / CSS / JavaScript.
• Experience with Zendesk & JIRA is a plus.

About you:

• Fluent in English and French (spoken and written)
• Investigator, you like to solve problems and investigate technical issues.
• Communicator, you’re at ease to sum-up, document, or explain complex situations.
• Adaptable with your routine, you’ll have to learn and change your replies and workflows based on the new features developed on a regular basis.
• Eager to learn, you’re curious about web technologies and best practices.
• Service-minded, you like to help people and guide them to solve an issue.
• Team player, you’re at ease to synchronize with a lot of people and always think as a team.
• Composure, you’re able to stay calm and take scalable decisions, sometimes in urgent situations.