This position is no longer available.

(Technical) User Support (m/f/d)

Permanent contract
Salary: Not specified
Fully-remote

Shippeo
Shippeo

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The position

Job description

Reporting to our Lead User Support as a (Technical) User Support agent, you will be the first point of contact for clients seeking assistance with Shippeo’s products and services. Your excellent communication skills, technical aptitude, and dedication to customer satisfaction will be essential in helping our clients resolve technical issues and providing them with an exceptional support experience.

Prior supply chain experience isn’t strictly necessary, but a strong inclination toward helping people is a must . You have the aptitude to learn, and are excited to dive headfirst into a career in a new and exciting industry.

Your mission:

  • Respond to client inquiries, provide a diagnosis and troubleshoot technical issues (L1) related to Shippeo’s products and services.

  • Provide step-by-step guidance and solutions to clients to resolve their technical problems.

  • Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products

  • Assist in creating and updating knowledge base articles to empower clients for self-help.

  • Continuously expand your technical knowledge and skills to stay up-to-date with our products and technologies.


Preferred experience

  • Fluent in English (verbal and written: C2) with excellent communication skills.

  • Minimum of 1 year of experience in customer support (L1), preferably in a SaaS environment.

  • A strong desire to learn and develop technical skills.

  • Customer-focused with a passion for delivering exceptional service.

  • Excellent problem-solving and troubleshooting abilities.

  • Strong interpersonal skills and the ability to work effectively in a team.

  • Highly organized with attention to detail.

  • Self-motivated and able to work independently

Additional information

  • Flexibility: No night shifts, Monday to Friday 

  • Remote policy: hybrid work or full-remote possible (when based in France, Germany, Netherlands or UK)

  • Since Shippeo operates internationally we will exclusively review applications and CVs that are in the English language.


Recruitment process

Recruitment Process : 

  1. Preliminary call with our Recruiter

  2. 1st interview with the Hiring Manager

  3. Business Case & Team fit Interview

  4. Final Interview

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