Hybrid Customer Support Specialist
il y a 1 mois
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**:
With our international clients’ base keeping on growing, we are looking for our next Hybrid Customer Support Specialist.
This position has a real transversal dimension, the missions are articulated through 3 main axes: customer support, documentation and QA. We are looking for a versatile profile who will be able to move from one mission to another. You will join the Support Team mainly based in Lyon and 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 our international clients’ satisfaction while advising on technical questions and difficulties and driving the resolution of anomalies. Your missions include:
- You are the product expert.
- You are a key point of contact externally for our client and internally for our teams' questions and difficulties.
- You feel comfortable with customer relations and know how to bring down stress.
- You help in the resolution of anomalies by testing to reproduce it, giving a complete step by step process and context of the anomaly to the Product Team to ensure the anomaly resolution and testing the fix released.
- You are the guardian of the balance between the clients’ and Customer Success Team’s needs and the Product Team workforce.
- You can identify redundant cases to orient the technical roadmap in collaboration with the Product Team based on clients’ feedback.
- You are proactive in identifying the need for training and business opportunities in collaboration with the Customer Success Team.
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:
- Once again, you are the product expert.
- You identify redundant cases to build accurate resources based on clients’ feedback to help reducing support queries.
- You build the product functional knowledge resources: articles, guiding tours, helpers in the product interface. All resources must exist in French and English version.
- You are proactive and propose documentation plans.
- You maintain updated the existing documentation.
- You detect when a user needs information to automatically launch the appropriate information on the platform.
- You work closely with the Customer Success Team and the Product Marketing Team to build resources on a chosen thematic.
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:
- As always, you are the product expert.
- You elaborate new test plans.
- You establish personas to explore the platform according to different users.
- You test our web and mobile platforms at functional level, user experience and compatibility.
- You escalate tickets for each identified problem or improvement opportunity.
- You validate developer updates as well as the status of platform versions to be released.
- You prepare release reports including statistics, successes, failures, and suggestions.
In addition to your mission, remain responsible for the security of the data you handle.
**Qualifications**:
- You are comfortable with technical issues
- You have an interest in technology, digital and SaaS products
- Excellent listening and communication skills (written & oral)
- Excellent customer service skills (internal & external)
- You are fluent in English and French
- You are able to understand a technical discussion and explain it to a non-technical audience
**The perfect match?**
You will thrive at Sociabble if
- You have a
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