Hybrid Customer Support Specialist

il y a 1 mois

Lyon, France Sociabble Temps plein

Company Description

What if companies had truly informed, engaged, and influential employees?

This is the challenge that Sociabble decided to take up in 2014, by launching an SAAS platform for Internal Communication, Employee Advocacy, and Employee Engagement.

8 years later, Sociabble is used in more than 180 countries, by companies such as Primark, Coca-Cola, Mars, Accor, EDF, Deloitte.

International since day 1, the company has offices in Paris, Lyon, Boston and Mumbai.

Sociabble was founded by two pioneers of the Internet, Jean-Louis Bénard and Laurent Gauthier, entrepreneurs and investors for more than 25 years, who in building the company, were inspired by the best of U.S.based SAAS platforms, without being constrained by the caricatures or culture of Silicon Valley start-ups. Sociabble is identified by U.S. analysts as one of the best solutions on the market today.

Simplicity, kindness, respect, exemplarity, fairness, and trust are the values around which the company has developed. The teams consist of a mix of experienced and junior professionals, to facilitate day-to-day learning through mentoring.

It is in the Support team that a permanent position is vacant:
**Job Description**:
Your job revolves around three axes: Customer Support, Knowledge Manager and Quality Assurance Tester. You will join the Support Team mainly based in Lyon and, in particular, work closely with the other Support Team members, as well as the Product Team and the Customer Success Team depending on your missions.

Your Customer Support objective is to maximize clients’ satisfaction as well as to assist them to ensure our long-term contracts. Your missions include:

- Guide our international clients in their comprehension of the tool and its functionalities, helping them understand the product and solve technical issues
- Be proactive to identify the need in training and business opportunities in collaboration with the Customer Success Team.
- Focus your work on user experience and feel comfortable with customer relations and IT.
- Ensure the balance between the clients’ and Customer Success Team’s needs and the Product Team workforce.
- Identify redundant cases to orient the technical roadmap in collaboration with the technical team based on clients’ feedback.

As a Quality Assurance Tester, you are working in a proximity with our Technical Project Managers and R&D engineers. You are a tester responsible of all the testing methods of our product. Your missions include:

- Elaborate new test plans.
- Establish personas to explore the platform according to different users.
- Test our web and mobile platforms at functional level, user experience and compatibility.
- Escalate tickets for each identified problem or improvement opportunity.
- Validate developer updates as well as the status of platform versions to be released.
- Prepare release reports including statistics, successes, failures, and suggestions.

As Knowledge Manager, you are responsible of the product knowledge management and resources. Amongst other documentation, it includes articles, guided tours, and other guiding elements through creation and update. Your missions include:

- Thanks to your job as Customer Support, identify redundant cases to build accurate resources based on clients’ feedback to help reducing support queries.
- Build the product functional knowledge resources: articles, guiding tours, helper s in the product interface. All resources must exist in French and English version.
- Be proactive and propose documentation plans.
- Maintain updated the existing documentation.
- Detect when a user needs information to automatically launch the appropriate information on the platform.
- Work closely with the Customer Success Team and the Marketing Team to build resources on a chosen thematic.

In addition to your mission, remain responsible for the security of the data you handle.

**Qualifications**:

- You are computer literate.
- You have a strong appetite for new technologies and digital transformation, as well as a strong understanding of the possible interactions on social networks and how they work.
- You are a real go-getter who takes the initiative to get things done.
- You are very curious and observant. You always felt there is a Sherlock Holmes inside you and are ready to analyze and search for clues in each request, as well as, to use your strong observation skill to test and challenge the product.
- You have strong communications skills which allow you to communicate with people at all levels of the organization (including executive and C-level). You can converse with IT managers about technical topics as well as explaining those pedagogically to IT unsavvy clients.
- With excellent interpersonal skills, you like to help others achieve their goals and understand their challenges.
- You know how to prioritize your actions and organize yourself.
- You know how to make a long-term commitment and you have real autonomy in your

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