Customer Support Engineer

il y a 2 jours

Puteaux, France Signaturit Group Temps plein

**About Us**:
Signaturit Group is a leading Saas company revolutionizing the way people do business through secure digital transactions. We are the European champions of unified digital transaction management, helping hundreds of thousands of clients in 180 countries authenticate and manage their digital identity, handle client onboarding and KYC (Know Your Customer), electronically sign documents, and securely archive critical transactions.

In France, you may know us as **Universign** (for electronic signatures) and **VIALINK** (for client onboarding and KYC).

Today, more than 400 experts and passionate professionals, based in Paris, Barcelona, Valencia, and Madrid, are working every day towards our shared success.

**Context Overview**

At Vialink, now part of the Signaturit Group, our mission is to simplify and secure our clients’ digital journeys. We automate and secure critical client interactions such as onboarding, customer verification, and contract signing. As part of a scale-up in the RegTech space, we develop SaaS solutions specialized in digital identity security, electronic signatures, and fraud prevention. Our Vialink 360 platform enables businesses to enhance their client experience with solutions in:

- Electronic Signature: digitization and automation of signing processes
- KYC & ID Verification: online identity and document verification with AI and machine learning

**What you will do at Signaturit**

Directly reporting to the Support Customer Manager, and as part of a team focused on innovation, you will be responsible for:

- Managing customer requests
- Focusing on Service Level Agreement mentioned in our customer contracts
- Tracking platform activity
- Analyzing error/warning logs sent by the platform
- Analyzing and reporting on support activity: You will analyze incidents and propose sustainable solutions
- Improving the service
- Being responsible for the quality of responses to customers, generating as many responses as possible to satisfaction surveys
- Documentation: take part in the development of Helpdesk articles, procedures and operating methods

**Requirements and qualifications**
- 3 years' higher education diploma in IT
- Similar successful experience (+ 2 years’ experience) as a user support technician
with a software provider in SaaS industry
- Familiar with ticketing tools: Zendesk/Jira,
- Knowledge of HTML and SQL is a plus
- Ability to analyze logs
- Experience with Windows and Office 365 technologies
- A strong personal sense of organization, sense of service and excellent collaborative skills
- English is required, Spanish is a plus

**Interview process (indicative, may require additional stages if required)**
- HR Discovery Call (45 min)
- 1st interview with our business (direct report)
- Business case
- 2nd interview with our business & business case feedback
- Reference check

**Why Join Us**- 34 days paid vacation
- ‍ Hybrid teleworking
- Flexible working hours
- Healthcare
- ️ Restaurant card
- Sustainable Mobility Package

**Join Our Vision**

Be part of Signaturit Group's journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information, explore our website and discover how you can contribute to our mission.

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