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Technical Customer Support representative

Indefinido
Boston
Salario: No especificado
Sin trabajo a distancia

iAdvize
iAdvize

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El puesto

Descripción del puesto

As a Technical Customer Support representative, you will be our American customers' main point of contact for technical assistance and incident follow-up. You'll be a Swiss Army knife, working at the interface between customer relations and the technical department.

Main tasks: 

  • Handle incoming requests to propose satisfactory and sustainable solutions to technical incidents encountered by customers, in compliance with the processes in place and the objectives set. 
  • Working with various teams within the organisation to provide our customers with the best possible support in using our platform and promoting the adoption of our solutions. 
  • Monitoring, diagnosing and reporting incidents to the product teams. 
  • Providing special support for certain strategic customer accounts. 
  • Implementing internal actions aimed at optimising the processing of incoming requests, reducing the appeal rate and improving the experience of our customers.

Requisitos

  • You have a higher education degree and 1 to 3 years' experience in customer relations and support, ideally in SaaS or the Web (B2B). 
  • You have a solid technical background. You have knowledge of HTML, CSS and Javascript. You know what an API request is. You have already mastered technical logging tools such as Datadog or Grafana.
  • You are able to demonstrate both empathy and assertiveness. You know how to be pedagogical, and you have excellent interpersonal skills, both internally and with our customers.
  • You have a "solution maker" mindset and are proactive in the performance of your duties.    
  • You are fluent in English and in French. 
  • Fluency in Spanish is also a plus for your application.

> The Technical Customer Support team is based in our HQ (France), and this is the first time we recruit a Technical Customer Support representative in the US. 

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