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Company Overview
Lengow is a leading e-commerce platform that enables businesses to manage their online sales and marketing efforts. As a Technical Support Specialist, you will play a critical role in ensuring that our customers receive exceptional technical support and assistance.
Job Summary
We are seeking a highly skilled and experienced Technical Support Specialist to join our team. The successful candidate will be responsible for providing technical assistance and solutions to customers encountering issues with our software. This includes troubleshooting and resolving problems promptly, ensuring customer satisfaction and enhancing the overall user experience.
Key Responsibilities
- Respond to technical support requests in a timely and accurate manner.
- Coordinate the technical qualification of bugs and escalate it to our developers.
- Manage emergency situations by coordinating client communication and working with our development team.
- Communicate new feature requests to our product team.
- Suggest customer documentation updates or creation to reduce the need for assistance.
Objectives
- Acquire an in-depth knowledge of our products and services within one month.
- Efficiently handle at least 50% of simple technical support requests autonomously within one month.
- Receive positive feedback from customers regarding the quality and speed of technical support within three months.
- Be capable of conducting phone meetings to discuss customer issues within three months.
- Be able to handle any type of request and train new members of the technical support team within six months.
Requirements
- Fluency in English and French (Italian or German as a plus).
- Deep analytical skills.
- Technical background with experience in problem-solving, log analysis, and API usage.
- Good communication and interpersonal skills.
- Autonomy, proactivity, and resourcefulness.
Benefits
- Ticket restaurant 8 euros by day.
- Malakoff Humanis Private insurance & Prevoyance.
- Hybrid remote policy.
- Flexible hours.
- Bike mileage allowances or 50% of transportation tickets.
- Remote allowances.
- Professional events and regular internal events.
