Customer Support Specialist
il y a 3 semaines
About DataGalaxy: Established in Lyon, France, DataGalaxy is a leading innovator in the realm of modern data catalogs. Our platform is designed to facilitate intuitive metadata mapping, management, and knowledge sharing, all aimed at enhancing organizational data governance and literacy.
Our Offerings: The Data Knowledge Catalog empowers business users to streamline processes, minimize expenses, and maintain compliance with regulations. Our comprehensive data management and governance platform features APIs for seamless data integration, AI capabilities for automated data classification, and data lineage tracking to visualize the complete lifecycle of data.
Our Vision: We strive to revolutionize the modern business data catalog, equipping data professionals and business users with the knowledge they need to understand how data drives business operations. We are committed to fostering collaboration, treating data as a valuable asset, and enabling data-driven decision-making.
Core Values: We emphasize intentionality, clarity, boldness, and humility in our work culture.
Position Overview: We are seeking a Level 1 Technical Support Agent who is:
- Enthusiastic about data
- Knowledgeable about the latest industry trends
- Organized, self-sufficient, and a collaborative team member
Key Responsibilities:
- Manage your client backlog, ensuring timely issue resolution and high client satisfaction
- Provide technical support and assistance to both French and international clients in French and English
- Diagnose and troubleshoot technical issues faced by customers, including bug reproduction and application log analysis
- Collaborate with internal teams to report and follow up on bugs and incidents
- Contribute to the enhancement of DataGalaxy Support initiatives:
- Update the knowledge base
- Develop internal procedures
- Create customer response templates
- Educate clients on platform features and best practices
Candidate Profile:
- Minimum of 2 years experience in multi-channel technical support within a SaaS B2B environment
- Familiarity with tools such as Jira, Freshdesk, or similar software
- Understanding of API REST
- Ability to conduct preliminary research and analyze 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 capabilities
- A customer success-oriented mindset
- Strong relational, communication, and critical thinking skills
- Fluency in English
What We Offer:
- Flexible working hours
- Opportunities for career development within a pioneering French start-up
- Autonomy in managing multiple projects
- Competitive remuneration based on performance
- Remote work options
- Health insurance coverage
- Meal vouchers
- Public transport reimbursement
- Complimentary coffee and snacks
- Team-building events and seminars
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