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Hivebrite
Hivebrite

Customer Support Agent

Permanent contract
Paris
A few days at home
Salary: Not specified
Experience: > 2 years

Hivebrite
Hivebrite

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The position

Job description

🌟YOUR ROLE WILL BE :

As a member of the technical support team, you will be a part of the ever-growing Customer Success department. In this permanent role, you will work with clients to troubleshoot, answer questions, identify and report software issues and work closely with the Product Team to share clients’ feedback.

The support team is on the front line and develops a tremendous sense of technical product knowledge as well as how our customers are using the platform. Your primary responsibility will be to prioritize and respond to customer service requests through our ticketing interface (Zendesk). We place an emphasis on quick response time and thorough, thoughtful responses. 

With the Product team, your interactions will center on bug reporting and product feedback that you receive from clients. On top of this, you will have ownership of Customer Support projects and will contribute to keeping our digital knowledge base updated (taking care of article management and case-deflection optimization). 

Our support team is composed of 6 members at the moment, Europe and US-based. We are currently looking for a Customer Support Agent to join our team in Paris, or in Remote in France. 

🌟YOUR MISSION WILL BE:

  • Respond to customer inquiries through our online ticketing interface
  • Provide answers to our customers by identifying the relevant feature, and determining whether it is a software issue or a new feature request
  • Provide an immediate solution or take appropriate actions for further resolution
  • Maintain our online knowledge base and contribute to the Customer Success team projects
  • Work with the Product Team to identify and prioritize bugs
  • Share customer feedback to help shape the product roadmap
  • Identify inefficiencies and evaluate customer data to help product and customer success teams improve the product and processes

    • 🌟YOU MIGHT BE A FIT IF:

  • You have 2+ years of experience in Saas companies and proven experience working with clients, supporting a technical product
  • You are a team player capable of operating and contributing under pressure
  • You are fluent in English and French, verbally and in writing
  • You have a solid knowledge of general technology application
  • You have the ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
  • You have the ability to work autonomously
  • An interest in building online communities is a plus

    • 🌟RECRUITMENT PROCESS

  • A 45min to an hour video call with Manon, our Manager of Customer Support and your potential Manager, to go deeper on the job description and for you to understand the expectations of the role
  • A 30 to 45 min values-based video-call with Mélodie, our Senior HR Manager
  • A 1 hour case study presentation to the team
  • A 30 min call with one member of the management team

    • 🚀Our recruitment process lasts max 10 working days and we can deliver an offer 48 hours after the final interview

    🌟PERKS - Office & Team Life

  • A brand new office in the centre of Paris with a rooftop just for us! Billard, Table football, gym room and even have a karaoke room ! 🏠
  • An international work environment, with an office in Paris, New York and Sydney. FYI, we have more than 30 different nationalities at Hivebrite!  🌍
  • The latest in Apple’s equipment 🍏
  • Check out our instagram page here to discover our team 📷

    • 🌟HIVEBRITE'S BENEFITS

  • A competitive salary package (healthcare, commute…)
  • The Nomad and Hivemiles program, check out our benefit tab! 🌍
  • A Swile card that you can use for lunch 🍔
  • A flexible remote policy
  • Yearly off sites seminary (the last one was in Marrakech) 🏖
  • 50% refund of transport costs 🚌
  • RTT

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