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Technical Customer Support Representative - English/Italian (F/M/X)

Zmluva na dobu neurčitú
Paris
Plat: Neuvedené
Žiadna práca na diaľku

Shadow
Shadow

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Have you replaced lugging DVDs around by streaming movies on Netflix wherever you are? Replaced mixing your favorite tracks onto CDs by streaming playlists on Spotify? Well, with Shadow PC, you can now stream an entire PC (!) on any device, wherever you are, via the cloud. All you need is a stable internet connection. 

And what about the next level up? Editing videos on your phone from the beach, mixing music while you wait for a flight, playing video games at max capacity from an old laptop... Create, play, and work wherever and however you want!

Who are the 200+ people in #TeamShadow? We are a mix of tech enthusiasts, crazy creatives, operational whizzes, and lots more with a common goal: help our users to go beyond technological boundaries.

Since launching Shadow PC in France in 2015, we have been building on its success. Our ambitions are sky-high to revolutionize the way technology is used; last year we launched our cloud storage solution Shadow Drive, and Shadow for Enterprise, which offers flexible high-performance power for businesses. And where have we taken it? Already present in France, Germany, and the US, we opened across Europe and moved into Canada.

Already this year we’ve been joined by Genymobile, creators of the Android emulator solution Genymotion, opening up a new world of possibilities for where their well-known Android expertise will take us.

And with yet more new products and new markets on the horizon, we’re looking for individuals who thrive on making the impossible possible.

We are actively looking for an Italian Speaking Customer Support Representative to join our Support team!

The Support team:

The Support Team aims to contribute to customers' satisfaction around the world by connecting them with the internal teams of the company. 

Therefore, the Support Team ensures an amazing Shadow experience. 

Your role:

As the point of contact of the end customer, your objective is to solve our user requests (technical bugs, information) by identifying the problem, collecting the relevant information, and making the diagnosis. You will also be a professional guide to them in the optimal use of the Shadow product.

You will have to be aware of users' needs in order to be able to help them and figure out the improvement levers of the product.

Your Goals:

- Answer customer requests by email, chat, and phone;

- Diagnose technical problems encountered by the customer and guide them on how to make the most of Shadow’s service/product;

- Proactively provide ideas, suggestions for improvement/creation of Help Center;

- Monitor issues/news impacting customers;

- Consolidate, analyze and communicate needs to improve the product;

- Greet the customer and assist them in getting started with the product;

- Work in close collaboration with all the support and the company teams.

Your Profile:

You do not recognize yourself in 100% of the criteria below? Send your CV anyway! These are not all mandatory: Your passion, your curiosity, and your motivation will help us to make you grow ;)

- You have a first experience in a similar position;

- You have a strong capacity to adapt and understand our customers’ needs; 

- You have excellent communication skills in English and Italian, any other spoken language will be a nice plus;

- You got used to ticket management tools;

- You have a strong appeal to the tech world;

- The computer and its components are no longer a mystery to you;

- You are the new Sherlock, you know where to get information;

- You are at ease on the phone, empathetic, diplomatic, and a good listener;

- You enjoy teaching and helping others; 

- You are autonomous and proactive in your tasks;

- You are a team player, you will work closely with several teams to achieve a common success;

- You have a good level in English and Italian.

Our perks:

- A passionate team with a great work atmosphere!

- Your very own Shadow;

- Cool offices in the heart of Paris (2nd district). Perfect for happy hours after work!

- A best-in-class employee representative group (CSE in French) to help you through all situations and provide you with discounts on certain purchases (gym, cinema, etc.)  (via Leeto platform);

- The best tools to facilitate your experience at Shadow (Payfit, Benefiz, Swile…);

- Work-from-home days possible in this position. You can also come every day if you wish!

- Snacks at will;

- Everything to spend quality time with your colleagues: video game arcade, darts, game nights, ...

- Breakfast from Monday to Wednesday to start the week with energy;

- Dog-friendly office; your dogs will make new friends!

- The rest is to be discovered ;)

And of course:

- Meal vouchers (via Swile);

- 50% off pass Navigo;

- 50% off health insurance (Benefiz)

Your recruitment process:

We will set up a 30-minute call with our recruitment team to get to know you better. If we both (you and us) feel it’s a good match, you will meet :

1) Arnaud, our Production Manager with one of our Support Team Leaders

2) Edward, our Chief of Support Officer 

3) Hédi, our Talent Manager

Don't wait any longer, join us! 

At Shadow, we are committed to building and fostering an environment where our employees feel included and heard. ​​We promote diversity where individual differences are recognized, valued, and respected in order to develop the full potential and strengths of everyone. Be yourself, all are welcome ;)

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