Customer Technical Support Agent

il y a 3 jours


Paris, France Sunday Temps plein

**A propos de nous**:
Sunday révolutionne le paiement dans la restauration avec une solution simple, rapide et sans friction : scanner un QR code, payer en quelques secondes, et partir serein. Nous aidons les restaurants à booster leur efficacité, à améliorer l’expérience client et à augmenter leur chiffre d’affaires. Présente en Europe et aux États-Unis, notre mission est de transformer l’industrie de la restauration grâce à la tech.

**Mission**:
En tant que **Customer Technical Support**, vous jouerez un rôle clé dans la satisfaction client. Vous serez le point d’entrée pour résoudre les problèmes techniques rencontrés par nos clients restaurateurs, en lien avec notre solution SaaS.

- Lieu : 100% Remote (France ou international)
- Disponibilité : Immédiate
- Type de contrat : Freelance (mission à moyen/long terme)
- Rémunération : À définir selon profil
- Horaires **:10h à 18h (France UTC+2)** - du JEUDI au LUNDI (rémunération spéciale pour le week-end)

**Responsabilités**:

- Identifier, diagnostiquer et résoudre les incidents liés à l’intégration (matériel, réseau, API, apps tierces ).
- Escalader les incidents critiques ou complexes aux équipes produit / dev si nécessaire.
- Documenter les incidents, les résolutions et contribuer à la base de connaissances interne.
- Collaborer avec les équipes Onboarding, Success et Tech pour assurer une expérience client fluide.
- Remonter les feedbacks clients récurrents pour améliorer la stabilité et la qualité du produit.

**Profil recherché**:

- **Expérience significative** (2 à 5 ans) en support technique ou customer success dans un environnement tech/SaaS.
- **OBLIGATOIRE: Excellente communication écrite et orale en français et anglais : niveau fluent requis dans les 2 langues.**
- Connaissances techniques : environnements web, APIs, outils de ticketing (Zendesk, Intercom, Jira ).
- Sens aigu du service client, rigueur, réactivité.
- Esprit d’analyse et autonomie.
- Une expérience dans l’hospitalité, la restauration ou le retail est un vrai plus.

**Pourquoi nous rejoindre ?**:

- Une entreprise en pleine croissance, qui transforme un secteur entier.
- Une équipe passionnée, ambitieuse et bienveillante.
- Flexibilité : travail 100% remote.
- Missions variées, à fort impact.
- Un environnement international.



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