Technical Support Specialist

il y a 2 jours


Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps plein
About the Role

We are seeking a highly skilled Technical Support Agent to join our team at DataGalaxy. As a key member of our support team, you will be responsible for providing exceptional technical assistance to our clients, ensuring their seamless experience with our data management platform.

Key Responsibilities
  • Assume ownership of client backlogs, efficiently managing and prioritizing tasks to guarantee client satisfaction and timely resolution of issues
  • Provide technical assistance and level 1 support to French and international customers, in French and English
  • Diagnose technical problems encountered by customers, reproduce bugs, analyze application logs, and report and follow-up on bugs and incidents with internal teams
  • Participate in the development of DataGalaxy Support initiatives, including updating the knowledge base, developing internal procedures, creating response templates for customers, and educating clients on platform features, best practices, and new updates
Requirements
  • Experience in multi-channel technical support at a SaaS B2B company (2+ years of related experience)
  • Knowledge of Jira, Freshdesk or similar software
  • Familiarity with API REST
  • Proficiency in preliminary research and investigation of application logs (Java/Javascript)
  • Optional: notion of relational and non-relational databases, ETL tools, BI and DataViz tools)
  • Notion of Docker and Kubernetes
  • Excellent writing and editing skills
  • Customer Success mindset
  • Relational, communication, and critical thinking skills
  • Fluency in English
What We Offer
  • Offices in the heart of Lyon and Paris, 10-15 minutes from the train stations
  • Flexible working hours ('forfait jour')
  • A real opportunity to join a French start-up that is a pioneer in its market
  • A chance to create your own career path with autonomy in multiple projects
  • An attractive remuneration according to your performance and your potential
  • Remote work at will & 2.50€ net / day
  • Health insurance Apicil
  • Meal vouchers (Swile card of 9€/day)
  • Public transport 50% reimbursement
  • Daily coffee and snacks
  • Quarterly team events and seminars


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