Technical Support Specialist

We are a rapidly growing team of more than 700+ employees, representing over 67 nationalities spread across nine offices in Paris, Berlin, Sofia, Vienna, Noida, Bengaluru, Seattle, New York and Toronto.

At Sendinblue, all Sibers evolve in a multicultural, caring, and flexible environment. We are an international team composed of tech & non-tech profiles looking for talents that share our values: Empower the Customer, Build up Together, Impact First, Humbly Open, and People Company.

Within the international Customer Experience team, you will be the preferred intermediary of our Enterprise accounts
**by helping in the diagnosis and resolution of their technical problems.**

As a Technical Support Specialist, you will help the client to achieve a seamless experience with our platform to make them entirely satisfied and to ensure retention and upsells.

**As a Technical Support Specialist, you will**:

- **Address challenging customers with their technical topics**:

- Diagnose, report, follow, and resolve system, clients, and operational issues that impact
- Prioritize, troubleshoot, and build a response plan on issues relating to our platform
- Handle topics that require escalation outside of the department (Product, Tech, Sales )
- Participate in bug resolution with the technical teams
- Monitor the main KPIs (CSAT, 1st response time, ) and make them progress
- **
Be an advisor for our clients**:

- Strive to provide all customers with outstanding customer experience
- Develop your proactivity to anticipate and exceed customer’s expectations
- Identify knowledge missing to make customers autonomous and reduce the number of cases
- Work closely with all the Sendinblue departments and especially with the CSM team
- Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop the customer satisfaction
- **
Develop your technical knowledge**:
**What will contribute to your success**:

- Autonomy, curiosity, and investigation are key in this position
- Fluent in French and English
- At least 2+ years experience in Customer Service, or Technical Account Manager preferably in a SaaS company
- Advanced knowledge in technical troubleshooting and APIs
- Strong ability to understand, manage, follow, and drive customers’ needs and strategy
- Be confident with multiple tickets management simultaneously
- Excellent presentation, written and oral communication skills
- Ability to resolve issues and collaborate with all departments
- Aptitude to explain in an easy way really technical topics

**What we offer**:

- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- We value work-life balance and offer flexible working hours and remote work up to 3 days a week
- The chance to grow your professional and technical skills, with real room for career progression
- Meal vouchers - Swile (12,5 € per day)
- Excellent private health care, of which 70% is covered by the company
- RTT
- Global company offsite every two years; inter-office trips (when the current sanitary situation permits)
- More than 100 activities you can do via our partner Gymlib
- Work's council benefits (HelloCSE)
- Very competitive referral program
- Second parent leave: 6 weeks of fully paid leave
- English and French classes, and over 155000 courses available on Udemy
- Budget to support your workspace at home
- A modern office in a central location with free fruits, drinks & lots of fun activities
- Relocation package and visa sponsorship for international talents..and more

**Meet us **:

- Video call with our HR team (30 minutes)
- A case study
- Interview with our Senior Team Leader CX Enterprise and our Chief Revenue Officer
- Get to know with the team

Sendinblue values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.