Customer Support Technician
Il y a 4 mois
**Signaturit Group** is a company that is revolutionizing the way people do business through secure digital transactions. With over 250000 customers in more than 40 countries, we provide electronic signature and digital identification solutions that allow users to sign over 78 million documents digitally.
As a trusted third party, we are eIDAS certified and follow (to the letter) European standards and the ANSSI General Security Regulation to offer all legal guarantees in terms of securing our customers' online transactions.
We have offices in Madrid, Barcelona, Valencia, and Paris working together to help companies of any size and sector optimize their administrative tasks related to document signing and digital communication.
Join the team that is building the European leader in trusted digital transactions For more information, visit our web site and follow us on Twitter.
**Context**:
The Customer Support Technician assist users of Universign products with their problems in a responsive and high quality service.
He is responsible for responding to customer support tickets and various customer requests and for following up customer queries until they are resolved.
The Customer Support Technician interacts with service providers and others involved in supporting users of our solutions.
**Responsibilities**:
- Handling support requests: You will handle level 1 to 3 tickets and follow them through to resolution.
- Analysing and reporting on support activity : You will analyse incidents and proposing sustainable solutions
- Documentation : You will take part in the development of Helpdesk articles, procedures and operating methods.
- Participation in customer projects: You will monitor "autonomous" projects, interacting with other teams (Sales, CS, etc.), setting account parameters and you will also manage stand-alone customer projects and customisations: acceptance testing and production start-up.
- Contribution to the life of the support department : You will provide back-up for the team's various workstations during absences.
**Hierarchy and interactions**:
- Reports to the Customer support manager
- Interacts with Engineering, Sales and Product.
**Autonomy of the role**:
Individual contributor
**Location**:
Grands Boulevards Paris
**What we offer**:
- Fast-growing company in an international environment
- A jovial work environment in incredible premises in the heart of Paris
- A framework status with RTT, a meal voucher card, health and life insurance 100% covered
- Remote friendly: 3 days of work from home per week
- Tailor-made onboarding and skills development program
- Regular events to maintain a good atmosphere.
- A top-notch HR team
- 3 year's higher education diploma in IT
- You have successful experience of a similar nature (+ 2 years' experience) as a user support technician with a software provider in SaaS industry
- You have an experience of Windows and Office 365 technologies
- You have a strong personal organisation, sense of service and excellent collaborative skills
- You are familiar with ticketing tools: Zendesk/Jira, API handling, etc.
- The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory._
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