Technical Support Manager

il y a 18 heures

France JustRelate Temps plein

About usJustRelate Group is a software vendor with offices in France, Germany, and Poland, serving over 650 B2B customers—including major enterprises and public sector institutions. Our 200 team members build and sell SaaS solutions that form a powerful Customer Engagement Platform. This includes CRM, DXP and marketing tools like Marketing Analytics, E-Mail Builder and E-Mail Automation.The Technical Support Manager plays a key role in customer satisfaction and retention. They act as the main point of contact for technical support of the email builder on the French market, while also contributing to the support of the group’s other tools and ensuring close collaboration with the product team.ResponsibilitiesCommunicating with customers to create, track, and resolve IT support cases.Analyze, qualify, and resolve technical issues (Level 1 and Level 2 support).Meeting time-dependent and SLA-based response times.Providing technical advice to customers as needed.Creating and updating our technical documentation for technical support.Collect, structure, and formalize customer feedback (bugs, pain points, feature requests).Work closely with the product development team to track bug fixes and product enhancements.Participate in reviews, roadmap discussions as the voice of the customer.Test new features and releases prior to production deployment.ProfileIT-related training (IT specialist) or similar.Having experience with HTML and CSS is required.Knowledge in any programming language (e.g. JavaScript or Java) is welcome.Knowledge in databases such as MySQL/MariaDB or Postgres or any other is beneficial.You have a quick grasp of new concepts and are quick to familiarize yourself with new technologies.You can apply technical and logical thinking broadly to find theoretical and practical solutions.You are part of a team, but you are also able to work independently.You can dynamically adapt to new priorities to achieve company or team goals.You demonstrate integrity, creativity, and enthusiasm in finding solutions.You can express yourself clearly and precisely in French and English.You are able to work with a wide variety of people and their skill sets within the company.Your BenefitsWork with a growing SaaS company reshaping how brands engage through digital communication.Partner with leading brands across Europe.Join an international, supportive, and high-performance team.Friendly home office policy.Flexible working hours.Meal vouchers and transportation subsidies in France.Professional training.Company library with the possibility to buy new books.Celebrations of special events e.g. marriage, childbirth, work anniversary.Language courses during working hours.Local team dinners and global team events: Summer Party and Christmas Party.Please send your CV in english in order to apply. We are looking forward to your application

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