Customer Support - Apprenticeship
AB Tasty

AB Tasty

Customer Support - Apprenticeship

L'entreprise

AB Tasty

AB Tasty

  • IT / Digital, Big Data
  • Entre 250 et 2000 salariés

Le poste

Customer Support - Apprenticeship

Who are they?

AB Tasty is a customer experience optimization and feature management company. We help brands build better user experiences and unlock new levels of possibilities, faster. Thanks to our 2 platforms (AB Tasty and Flagship by AB Tasty), our ambition is to reinvent the way Marketing, Product and Tech teams develop Product (websites/app) by easily shipping new features & messages.

We have :

  • 1000 customers, including Le Bon Coin, Cdiscount, Carrefour …
  • 250+ employees in 7 countries on 3 continents (Americas, Europe, Asia)
  • Raised $64 million to grow globally
AB Tasty
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Job description

As part of the Customer Support team, you are responsible to deliver the best customer service and experience.

Your mission will be to ensure that any issues raised by our clients through all communication channels (emails and live chat) are resolved in a timely and appropriate manner whilst maintaining proactive and personalised communication. Some issues may be due to technical bugs on the platform, in which case, you will ensure to follow-up on them internally before getting back to the clients.

In addition, to help our clients understand how the platform works and learn by themselves, you will be responsible for identifying anything missing or outdated in our documentation and library of support articles and participating in their improvement and development.

You will be working closely with the Customer Success Managers and the Product and Tech teams. You will report directly to the Customer Support Manager. 

What you will do:

Client Support:

  • Answer questions about how to use the platform, raised by our clients
  • Be proactive in the optimization and updates of our support platform
  • Become a product expert 

    • Bug management:

  • Investigate and follow-up on bugs through Jira and Intercom
  • Be proactive on support processes to provide the best customer experience
  • Consolidate our clients feedback, needs and pain points to our Product team to enhance the platform

    • Documentation and Support articles:

  • List missing and outdated support articles 
  • Update existing articles and write new ones

    • The idea candidate:

  • The best candidate can be described as a customer-oriented person with a friendly personality who fulfils customer needs to ensure and maintain high customer satisfaction. Besides that, it is important to draw potential customer’s attention by answering product related questions and suggesting information about what the company offers. 

    • You'll also be:

  • Tech-savvy and have some knowledge in HTML/CSS/Javascript.
  • Caring, empathetic and proactive - able to help people through a difficult time and have a passion for helping people and solving problems
  • A great communicator, an active listener, and can communicate messages in a clear, concise and effective way - your written communication skills are excellent, both in French and in English
    • AB Tasty
    AB Tasty

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