Your position

As a SaaS publisher, Quable provides its customers and partners with quality support, with multiple objectives:

• to promote the proper use of solutions by administrators and users;

• Analyze, correct malfunctions and forward them to the appropriate teams;

• facilitate the configuration of PIM, DAM & PORTAL solutions.

Customer Support is organized on 3 levels:

• Level 1: reception of requests then analysis and treatment with the objective of resolution or escalation to Level 2 or Level 3;

• Level 2: in-depth analysis (functional analysis + logs or intervention on processes/configurations);

• Level 3: code analysis if level 2 did not allow to identify the flaw by functional analysis.

The communication tools with customers/users/partners are :

• a chat tool ;

• written resources (FAQ, functional documentation, developer documentation).

The internal communication tools are mainly :

• Slack

• Google Meet

In direct contact with your Customer Support colleagues, Customer Sucess Manager and IT Developers, you participate twice a day in Stand-ups to share information, organize and decide.

Your mission at QUABLE

Customer and user satisfaction is one of the keys to our success.

In permanent contact with the Customer Success Managers as well as the operational and technical teams, your mission will be to facilitate the adoption of our application by our customers and to assist them in their use of Quable to maintain and develop their satisfaction.

The Level 1 Support Agent provides assistance (both in English and French) to:

• Quable’s users;

• Quable’s internal teams;

• Quable’s integrator partners.

The Level 1 Support Agent receives incoming requests, analyzes them and then processes or escalates them, depending on their complexity.

He/she actively participates in the enrichment of the Quable knowledge base, by creating written FAQs for each relevant request, and by participating in the updating of existing documentation (functional or developer).

Your main activities are :

• Analyze incoming requests and, depending on their nature:

  • If the request is related to a need for information on the use of Quable, redirect the user to the relevant article(s) or provide a simple and precise answer;

  • If the request is related to a malfunction: Analyze the malfunction to know if it is linked to the application (generic code of Quable) or to a specific parameterization;

  • If the request is related to an application malfunction:

    • Create a patch request so that this concern is recorded and corrected in a future release;

    • Notify the customer when the malfunction is corrected;

    • Follow the request until it is closed;

    • Ask the customer for permission before closing the request.

  • If the analysis is outside the scope of competence, escalate it to Level 2 or Level 3.

• Identify the functional improvements desired by users and describe them as precisely as possible and forward to the Product Manager;

• Write resources on new patches and/or functional evolutions of the application.

Your complementary activities are :

• Write resources on best practices for users, administrators, and developers;

• Contribute to specific writing in English;

• Participate in the improvement of the Customer Support service;

• Participate in the prioritization process of patches;

• Participate in specification validation with the product team.

Development

Depending on the profile, skills and aptitudes, it is possible to move up to level 2 or to other internal positions.

You are:

• Responsible, autonomous and rigorous;
• Respectful of your colleagues and internal processes;
• Methodical and able to manage the priorities defined in a team;
• You are analytical and a strong team player;
• You like to help people and get great satisfaction from it. Inbox-zero gives you great satisfaction.
• In a good mood because at Quable, goodwill reigns!

Experience:

• You have at least 1 year of experience in a SaaS or E-Commerce publishing company (Ideally B2B) in an international context;
• You are comfortable using complex software. Quable’s internal applications include some technical applications and you must be able to learn to support them;
• You have worked in contact with customers or external users;

Terms and conditions

• Full-term, 37h;
• Full teleworking possible with some obligations to come to Paris during the year;
• 2 seminars during the year;

Interview process

• Interview #1 (30min): With Sylvain, in charge of Support and integration assistance.
• Interview #2 (60min): Tests and interview with the current team
• Interview #3 (60min) : Discussions about the contractual terms of the position and meeting with another manager