Product Support Specialist
Il y a 5 mois
**YesWeHack** est aujourd’hui la première plateforme européenne de Bug Bounty, présente en France à Paris, Rennes et Rouen, mais également à l’international en Asie à Singapour.
**Job description**:
En tant que **Product Support Specialist**, vous êtes chargé de qualifier et répondre aux demandes des utilisateurs sur une grande variété de sujets liés aux activités de YesWeHack.
Ce poste peut être basé dans nos bureaux de **Paris** (Campus Cyber) ou **Rennes**.
La majorité des utilisateurs avec lesquels vous êtes en interactions sont des hackers éthiques participants aux programmes de Bug Bounty gérés au travers de la plateforme YesWeHack.
De fait, ces utilisateurs sont de toutes nationalités et sollicitent notre aide sur une grande diversité de sujets : problèmes techniques, questions fonctionnelles, médiation, suggestions, transactions financières, concepts et bonnes pratiques du Bug Bounty, obligations légales, etc.
Vous collaborez étroitement avec l’équipe de Customer Success Management (CSM) pour résoudre les cas les plus complexes et pour fournir un appui à l’équipe sur une diversité de sujets techniques et fonctionnels.
Le Product Support Specialist représente YesWeHack auprès des 70K+ hackers éthiques inscrits sur la plateforme, en fournissant des réponses précises et un suivi méticuleux des demandes, sur des sujets souvent complexes, mêlant des aspects techniques et conceptuels avancés liés au Bug Bounty et à la cybersécurité.
Vos missions seront les suivantes:
- Répondre aux demandes entrantes des utilisateurs
- Organiser le suivi, la relance et la résolution des cas complexes
- Contribuer à l’amélioration des outils, des processus et des bases de connaissances permettant la bonne gestion du support aux utilisateurs
- Collaborer avec les équipes CSM et Produit pour suggérer des améliorations ou alerter sur des sujets récurrents
- Interagir avec nos partenaires et leurs équipes de support pour traiter les demandes qui nécessitent leur collaboration
- Appuyer l’équipe CSM dans l’identification ou l’optimisation de cas d’usages avancés
- Fournir un support aux collaborateurs de YesWeHack dans l’utilisation avancée de nos produits
**Profile**:
Récemment diplômé(e) d’une école d’ingénieurs, de management ou d’une grande université, vous souhaitez démarrer votre carrière professionnelle dans un cadre stimulant et vous êtes intéressé par les problématiques du système d’information et de la cybersécurité.
- Vous parlez français et anglais couramment et vous êtes capables de retranscrire à l’écrit des idées, des concepts et des nuances dans ces deux langues
- Vous faîtes preuve de bonnes capacités d’analyse et de synthèse, ainsi que d’une qualité d’expression écrite (en français et en anglais) que vous savez mettre au service des messages et explications que vous délivrez
- Vous souhaitez évoluer dans un environnement professionnel et technique complexe et stimulant
- Vous aimez travailler en autonomie et vous savez mobiliser l’expertise de vos collaborateurs lorsque nécessaire
- Vous êtes patient, pédagogue et diplomate
- Vous êtes curieux et vous avez le sens du service
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