As a Support Operation Specialist at Pelico, you will play a vital role in providing exceptional technical assistance to our valued customers and maximizing the impact of the Pelico platform for our users.

Your primary responsibility will be to address and resolve customer issues related to our software platform, ensuring their satisfaction and successful utilization of our product.

You will address clients from different Industrial verticals & mostly based in the USA.

Our focus is on US East Coast hours, operating from France ; 4:00 PM to 11:00 PM.

Problem Solving & Data Analysis

• Serve as the first point of contact for customers seeking technical assistance and striving to provide them with outstanding customer experience.

• Generate a significant impact on industrial performance in the client’s plants by helping users leverage the platform.

• Map, model and analyze the client’s data to feed the platform.

Service Coordination

• Collaborate with cross-functional teams, including Deployment, Product team and Engineering to escalate and resolve complex customer issues, identify recurring requests and contribute to ongoing product improvements.

Customer Satisfaction & Training

• Provide guidance and training to customers on the effective use of our platform’s features and functionalities.

• Help in building the best customer journey to create the most effective self-service

Integration and Tooling

• Integrate, setup and customize the service support platform

• Assist the team on putting in place automated workflows to streamline processes, increase customer satisfaction and internal productivity

• Contribute to the creation of self-help resources, such as FAQs and knowledge base articles, to enable customers to find answers independently.

Pelico promotes inclusion and non-discrimination, and acts daily in favour of social mix, gender equality, senior citizens & disability

• What you embody 🎯

  • Analytical mind and capacity to apprehend and solve complex business problems. High appetite for data.

  • A highly motivated self-starter who is ready to investigate, shake, sweep customer requests and meticulous attention to details

  • Background in Engineering/Business or related field/ equivalent experience.

  • You’re bilingual French and English (verbal & written).

  • You have the willingness to create a strong clients satisfaction & genuinely love helping people and solving problems

  • You are autonomous, results oriented and you excel in stimulating environments.

  • Create impact for customers and see the product in the hand of happy users is important for you

  • Team player and collaboration is essential to you.

  • Passionate, proactive, and involved

What we offer 💡

Join an exciting adventure with a lot of challenges at all levels!

• Work on a highly impactful product that users love!

• Office location at the heart of Paris (75002)

• Equity for every pelican

• Remote flexibility & 6 weeks of Work from Anywhere

• Premium health coverage : Alan Blue

• 50% meal allowance: 10€/day worked (Swile card)

• 50% public transportation or equivalent in sustainable mobility package

• Afterwork every quarter

Our recruitment Process 📣

1. Screening of 45 mins with HR - by Google Meet

2. Onsite/Visio :

   1. 1h Live case with Customer Support Manager & Technical test

   2. 1h Discussion with internal stakeholders

3. Debrief of 30 mins with COO

4. Reference check

5. Job offer to join Pelico within 48 hours.