Customer Support Specialist

Il y a 2 mois


Paris, France LIFEN Temps plein

**\uD83E\uDE7A **At Lifen, we believe that everyone deserves high-quality, accessible, and financially sustainable healthcare. Lifen’s digital solutions are the missing puzzle piece for a truly patient-centric care system. We build bridges between stakeholders by facilitating the information flow: providers, insurance companies, governments, patients and the most innovative digital health apps.

**\uD83D\uDD17 **How? We solve the interoperability puzzle so digital health innovators and healthcare facilities don't have to. Our FHIR platform helps cloud-based apps integrate seamlessly with primary data systems, without the hassle of connector jigsaws.

**\uD83D\uDD2E **Lifen is also a pioneer in Artificial Intelligence: we build algorithms that reliably and automatically structure and integrate health information for a truly complete and dependable record system, eliminating hundreds of thousands worth of hours of routine administrative tasks.

Born in Paris and reborn all over Europe, we are more than 180 Lifeners committed to bringing the digital revolution to the healthcare sector.

Lifen is always on the lookout for new talent \uD83D\uDC71\uD83C\uDFFC‍ ️\uD83E\uDDD1‍\uD83D\uDE80

**L'équipe Customer Support**

L'équipe Customer Support est composée de 10 personnes et a pour rôle de fournir la meilleure expérience de service à nos client-es en résolvant leurs problèmes et en répondant à leurs questions conformément à nos SLA.

Iels sont le point de contact et le visage de Lifen pour l'utilisateur-rice final-e.

**Vos missions en tant que Customer Support Specialist**
- Résoudre les demandes utilisateur-rices reçues sur nos canaux de contact, en accord avec nos SLAs (traitement de tickets).
- Documenter les demandes afin d’améliorer les process de traitement.
- Contribuer à la rédaction et au maintien des ressources utilisateur-rices.
- Etre proactif-ve dans l’amélioration des procédures.
- Contribuer au reporting support (suivi et analyse des KPIs).
- Participer et/ou mener des projets de structuration de l’équipe, d’intégration des outils, d'optimisation de performance etc.
- Collaborer avec les équipes R&D pour imaginer les fonctionnalités de demain.

**Le profil que nous recherchons**

\uD83D\uDEDF Vous détenez une expérience prouvée dans un service support dans une société B2B, idéalement dans le domaine de la santé.

\uD83E\uDD1D Vous êtes à l’aise à l’écrit comme à l’oral avec les interactions utilisateur-rices.

❤️‍\uD83E\uDE79 Vous faites preuve d'empathie et vous savez vous mettre à la place de vos client-es : rien ne vous satisfait plus que de les aider à résoudre leurs problématiques.

\uD83E\uDDE9 Problem solving: la complexité ne vous fait pas peur, au contraire elle vous stimule car vous aimez investiguer et trouver une solution au problème.

\uD83D\uDC6F‍ ️ Travailler en équipe vous stimule : vous n'hésitez pas à demander et offrir de l'aide si besoin. En parallèle, vous savez vous remettre en question et vous appréciez les feedback.

\uD83C\uDDEC\uD83C\uDDE7 Vous êtes capable de communiquer en anglais (une partie de l'équipe est anglophone).
- S'occuper ensemble, c'est aussi agir avec bienveillance. À l'image du secteur dans lequel nous évoluons, nous favorisons la diversité, l'inclusion et l'équité. Nous mettons en valeur vos compétences et votre savoir-faire, et bannissons toute forme de discrimination, qu'elle soit sexuelle, religieuse ou politique._

**Notre processus de recrutement**
- Entretien RH avec Virginie, HR Business Partner
- Entretien manager avec Thierry, Head of Customer Support
- Cas pratique avec Tea, Escalation Manager et Alexy, Customer Support Specialist
- Prise de références



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