Help Desk Technician

il y a 5 jours


Strasbourg, Grand Est, France Multilogin Software Temps plein
Help Desk Technician

As a Help Desk Technician at Multilogin, you will be responsible for providing technical support to our customers. Your role will involve troubleshooting, problem-solving, and collaborating with teams to deliver outstanding support. You'll be working in a fast-paced, tech-driven environment where your contributions will directly impact our user experience and product evolution.

Key Responsibilities:
  • Provide timely and empathetic support to customers through chats, emails, and Telegram, ensuring their issues are resolved with a high level of satisfaction;
  • Collaborate with cross-functional teams to troubleshoot complex problems and identify solutions and workarounds that improve customer experience;
  • Document troubleshooting steps and solutions to complex issues to build a comprehensive knowledge base that can be leveraged by the entire team;
  • Contribute to the development of support processes and guidelines to enhance efficiency and effectiveness;
  • Collaborate closely with the sales team in driving new sales and managing renewals;
  • Share insights and feedback to improve the product and service and contribute to long-term solutions.
Requirements:
  • 1-2 years of experience in a technical support role, preferably in a tech or SaaS environment;
  • Excellent spoken and written communication skills in English;
  • Flexible in working hours. Being able to work in daily, evening, and weekend shifts (no midnight shifts);
  • Strong empathy skills;
  • Excellent communication and problem-solving skills;
  • Strong desire to help users and solve any kind of issues;
  • Strong collaboration skills across teams and departments;
  • Ability to multi-task;
  • Knowledge of SQL queries and Python;
  • Nice to have knowledge of Selenium or Puppeteer for automation.

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