Support Officer

Wakeo provides a SaaS platform to bring real-time visibility on intercontinental transportation.

Using AI-based technology, we help shippers and logistics providers build a resilient and sustainable supply chain

We already work with global leaders such as Uniqlo, Michelin, Corteva, Air Liquide, Rhenus or Hartrodt with users in more than 180 countries and we are rapidly growing our network.

And we do not plan to stop there We just raised €18 million with Statkraft Ventures and our historical investors Promus Ventures, 360 Capital, 50 Partners and Techstars, to give even more visibility to worldwide transport actors.

As a **Support Agent**, you will be one of the first point of contact for our customers, providing expert and technical assistance, resolving any technical or operational issues they may encounter while using our RTTV platform. You will play a crucial role in ensuring our customers have a seamless experience, helping them navigate our platform, troubleshoot problems, and ensure their success over time.

**MISSIONS**:

- ** Customer Support**:

- Provide timely and accurate responses to customer inquiries.
- Resolve product issues, technical challenges, and general inquiries related to the platform.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Support in maintaining the lowest churn rate of the market.
- ** Issue Resolution**:

- Identify, troubleshoot, and resolve customer-reported issues, working closely with internal teams as needed.
- Ensure to solve tickets according to SLA defined by Wakeo Management.
- Document and categorize support tickets to ensure proper tracking and resolution.
- Provide feedback to internal teams on recurring issues or common customer pain points.
- ** Product Knowledge**:

- Stay up-to-date with platform features, new updates, and industry trends to provide informed and accurate support.
- Update and complete the Wakeo’s Knowledge Base with the latest features and releases.
- ** Customer Advocacy**:

- Advocate for the needs and concerns of customers by working closely with the product, engineering, and sales teams.
- Relay customer feedback to improve the platform and overall customer experience.

**IDEAL PROFILE**:

- ** Experience & Knowledge**:

- 1+ years of experience in customer support, preferably in a SaaS or technology environment.
- Experience in the Supply Chain or Logistics industry is a strong plus.
- Familiarity with RTTV or visibility platforms and their role in supply chain management is advantageous.
- ** Communication Skills**:

- Strong written and verbal communication skills, with the ability to clearly explain complex concepts in simple terms.
- Ability to interact professionally and empathetically with customers, providing an outstanding customer experience.
- Ability to be reactive and answer to clients within fixed SLA.
- ** Problem-Solving**:

- Excellent troubleshooting and analytical skills, with the ability to think critically and solve problems efficiently.
- Comfortable working under pressure while maintaining attention to detail and accuracy.
- ** Technical Proficiency**:

- Comfortable using support tools such as ticketing systems, knowledge bases, and CRM platforms.
- Basic understanding of web-based software and troubleshooting.
- ** Personal Attributes**:

- Strong attention to detail and organization skills.
- Proactive, self-motivated, and adaptable to a fast-paced, dynamic environment.
- Passion for providing exceptional customer service and making a positive impact.

**Wakeo is the perfect company if you want to**:

- Live the start-up adventure in a fast-growing environment within a massive industry with almost limitless opportunities.
- Evolve in an international environment, mixing ambition, humility, dynamism and teamwork, where you can feel your impact directly.
- Enjoy teambuilding moments (Wakeo days, seminars ).
- Work in a hybrid way (2 to 3 days a week). Benefit from offices in the heart of Paris (with Gym access in Paris Office
- ).

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