Customer Support Specialist

il y a 4 semaines


Paris, Île-de-France Tbwa ChiatDay Inc Temps plein

Unlock the Future of Media Management

At Backlight, we're redefining media management to help brands like Netflix, NBA, and Spotify discover and create compelling stories without barriers. We're seeking a Customer Support Specialist to provide exceptional support experiences for our customers.

As the first point of contact, you'll serve as a product expert, focusing on intake and triage of support inquiries, providing guidance through documentation, troubleshooting, and resolving product-related issues. You'll work closely with Tier 2 support, Engineering, and Product teams to develop product expertise and escalate complex technical issues.

Key Responsibilities:

  • Provide timely and helpful support to Backlight customers
  • Offer timezone-based support for Tier 1 issues, managing escalations and maintaining clear communication with internal and external teams
  • Document, troubleshoot, and resolve product-related support requests
  • Develop product expertise through collaboration with Tier 2 support, Engineering, and Product teams
  • Identify and record documentation improvement opportunities

Requirements:

  • Understanding of SaaS software and relevant technologies
  • Experience using support-desk software (Zendesk a plus)
  • Basic understanding of HTML, APIs, programming, and scripting
  • Ability to work autonomously and excel in a dynamic team environment

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