Technical Solutions Specialist

il y a 3 semaines


Paris, Île-de-France Lemonway Temps plein
About the Role:

At Lemonway, we're seeking a highly skilled Technical Solutions Specialist to join our Operations department. As a key member of our team, you'll be responsible for monitoring and analyzing existing systems and operations for our customers. Your main mission will be to identify potential problems and propose functional and tech improvements.

About the Team:

Our Operations department is a crucial part of our organization, filling the gap between our customers and internal experts. All members have transversal knowledge to ensure our customers have an enhanced experience with our product and services. Within Customer Services, there are two teams: Customer Care, which acts as liaison/coordinator, provides product/services information, answers questions, and resolves emerging Level 1 problems; and Solution Delivery & Implementation, which acts as project managers and technical experts to ensure we meet client needs from implementation to upgrade.

Key Responsibilities:

As a Technical Solutions Specialist, you'll engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while educating clients on the use of the platform. You'll reproduce technical issues and dive into Lemonway integrations (API test, Kibana monitoring, Postman tests, ...). You'll lead technical demos to customers (pre and post sales) and interact daily with the Tech department to provide technical action plans or take ownership of cases that require escalation. You'll also participate in product conversations with internal teams based on feedback from clients' interactions and train as a highly knowledgeable tech specialist in Lemonway products.

The Product Portfolio:

Lemonway's product portfolio includes all channels and methods of interacting with Lemonway products and services accessed by customers and internal stakeholders. This includes Public API and associated developer experience (including sandbox), front-end portals for a diverse user base (partners, merchants, and back offices for internal activities from Compliance to Payments), onboarding journey for partners and customers/merchants, and 3rd party integrations / connectors. The portfolio is organized into two main topics: Payment, which includes all our payment methods and the management of their operations; and Account/Customer Experience, which includes how merchants onboard and access Lemonway services. You'll be involved across this complete portfolio.

Requirements:

Relevant experience in multi-channel technical support at a SaaS company (2/5+ years of related experience), strong interest in APIs and payment technology, problem solver and team player, ability to solve difficult issues with little supervision, ability to collaborate with internal and external stakeholders and all levels of management, and ability to understand and articulate technical concepts and translate them into business practices. Experience using Zendesk, Jira, Kibana, Postman, Notion or similar software is required. Some programming experience is a plus (SQL and scripting). An effective written and verbal communicator and fluent in English and French is mandatory. A university degree in business, engineering/IT or other is required.
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