Customer Support Specialist

il y a 3 semaines


Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps plein

About DataGalaxy: Founded in Lyon, France, DataGalaxy is a leading innovator in the realm of modern data catalogs. Our data management platform is designed to facilitate user-friendly metadata mapping, management, and knowledge sharing, thereby enhancing organizational data governance and literacy.

Our Offering: The Data Knowledge Catalog empowers business users to streamline processes, minimize expenses, and ensure compliance with regulations by providing a comprehensive data management and governance solution. Our platform features APIs for seamless data integration, AI-driven services for automated data classification, and data lineage tracking to visualize the entire lifecycle of data.

Our Mission: We strive to lead the transformation of the modern business data catalog by equipping data professionals and business users with enhanced data knowledge and a holistic understanding of data-driven operations. We are committed to fostering collaboration, managing data as a valuable asset, and enabling impactful, data-informed decision-making.

Core Values: We believe in being intentional, clear, bold, and humble.

Role Overview: As a Level 1 Technical Support Agent, you will serve as the primary point of contact for our clients, delivering vital support for the DataGalaxy platform. Your contribution is essential in upholding high levels of customer satisfaction and ensuring clients can maximize the benefits of our software to meet their business objectives.

Key Responsibilities:

  • Manage your client backlog with ownership, ensuring timely resolution of issues and high client satisfaction.
  • Provide technical support and assistance to both French and international customers in French and English.
  • Diagnose technical issues faced by customers, including reproducing bugs and analyzing application logs.
  • Report and track bugs and incidents in collaboration with internal teams.
  • Contribute to the enhancement of DataGalaxy Support initiatives, including:
    • Updating the knowledge base.
    • Developing internal procedures.
    • Creating response templates for customer inquiries.
    • Educating clients on platform features, best practices, and updates.

Candidate Profile:

  • Minimum of 2 years of experience in multi-channel technical support within a SaaS B2B environment.
  • Familiarity with support tools such as Jira, Freshdesk, or similar software.
  • Understanding of API REST.
  • Proficient in preliminary research and analysis of application logs (Java/Javascript).
  • Optional knowledge of relational and non-relational databases, ETL tools, BI, and Data Visualization tools.
  • Basic understanding of Docker and Kubernetes.
  • Exceptional writing and editing skills.
  • A strong customer success mindset.
  • Excellent relational, communication, and critical thinking abilities.
  • Fluency in English is required.

What We Offer:

  • Modern offices located in major cities.
  • Flexible working hours.
  • An opportunity to be part of a pioneering French start-up.
  • The chance to shape your career path with autonomy across various projects.
  • Competitive remuneration based on performance and potential.
  • Remote work options available.
  • Health insurance coverage.
  • Meal vouchers.
  • Public transport reimbursement.
  • Complimentary coffee and snacks.
  • Quarterly team-building events.


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