Technical Support Agent EMEA
hace 1 semana
Our Support Team plays a critical role in the daily life of our customers. We currently provide e-mail assistance for all functional and technical questions and only operate asynchronously (email only)As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email. You will work in full autonomy, your work will be judged on measurable results and while we have guidelines for style of writing, there is no script whatsoever and each individual can bring their own personal touch.Within 1 month, you will: Experience a comprehensive onboarding that includes an insight into our teams, culture, and product Become an expert in Trello & asynchronous communication Discover the Support team and get to know the key stakeholders you’ll be working with Answer to written requests from clients (50% of the time) Within 3 months, you will: Start answering to written requests from clients Guarantee customer satisfaction and respect of our KPIs and SLAs Get to know our product and all its features inside out Within 6 months, you will: Keep answering to written requests from clients Work autonomously to identify and document bugs and have them solved by the R&D team Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...) Start handling our most valuable customers by becoming a dedicated agent for some of them. Within 12 months, you will: Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team Become a subject-matter expert and treat escalations from your team members Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency The Skill Set 3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field. You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset You master an array of troubleshooting tools and concepts You have problem solving skills and an investigator mindset You are able to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…) You have basic knowledge of SQL for querying databases and resolving data-related issues. Experience with ticketing systems ( Zendesk), monitoring service applications ( Datadog) and basic understanding of HTTP APIs Fluent French & English (US/UK) Ideally B2 level or equivalent in German Enthusiasm for our working environment explained here: What we offer: Compensation: Package includes base salary and a variable component Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies. Balance: Flexible hours, Total work from home possible anywhere in Spain Diversity, Equity, and Inclusion : We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact
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Internal Technical Support Advisor
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Internal Technical Support Advisor
hace 2 semanas
Puerto del Rosario, Las Palmas, España Blu Selection A tiempo completoLiving in a sunny foreign country, where other people go on holiday, sounds tempting? We are looking for a German-speaking employee for internal technical support on the Spanish island of Fuerteventura. Are you technically savvy and already have some experience in technical support and would like to put these skills to the test? Then read on and find out...
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