Western Europe Product Expert

We're looking for a Western Europe Product Expert to join our united, dedicated, and enthusiastic team at LINK Mobility, Europe's leading provider of mobile messaging.

At LINK, we connect businesses to customers through our communications products and services that drive engagement and satisfaction during each stage of the customer journey.

It's an exciting time to join LINK as we develop our award-winning communications platform as a service (CPaaS) offerings in this rapidly advancing tech industry.

We're looking for individuals who have passion for technology, ambitious and the capacity for creative problem solving with the ability to embrace new challenges. You'll help invent new procedures as well as contribute to what's already been built.

As a Western Europe Product Expert, you will be part of a team currently under construction with the recruitment of 3 people to form a global team of 7 people located in Western Europe Business Unit (France, Italy, Spain, United Kingdom) to cover service fulfillment and support of regional platforms.

You will work closely with regional Sales, CSM, Ops and R&D teams.
- Once customers are signed in, you will work with Sales Representatives and Customer Success Managers to setup and onboard these new customers.
- Ensure that services are efficiently integrated to meet customers' expectation.
- You will also be responsible for supporting customers in answering technical queries and resolve support tickets in a timely manner.
- Regularly report and improve on the overall service metrics for customers including fault resolution and managing service impacting issues.

**Responsibilities**:
Problem management
- Identify proactively problems and analyze root causes.
- Define, assign and coordinate actions for a sustainable resolution.
- Determine and document good practices or process to implement internally.

Incident management
- Support local teams during incident resolution as level 2 escalation contact to run deeper investigations.
- Ensure coordination between technical teams.
- Communicate impacts and resolution internally and externally.
- Write incident reports for our customers and document internally all details and resolution steps.
- Prepare and lead incident review meetings.
- Report monthly on incidents, root causes and resolution metrics making recommendations for improvements, holding yourself and other teams to account for improvements. Analyze and follow up on all issues to propose action plan.

Routing management
- Routing optimization based on available reports and SDM/ L1 feedback analysis.
- Validate route change in cooperation with Marketing team.
- Sender ID declaration management process to improve with Common Routing team support.

Your Profile
- Fluent in French and English, spoken and written.
- Experience in Service Management, Customer Support or similar role is appreciated.
- You have experience with large-scale, technologically complex accounts and/or Enterprise market customers.
- You have real passion for technology (we are committed to teach you all about Link Mobility's products, but our customers and products are inherently technical).
- You have an aptitude for learning enterprise technologies (previous knowledge of database, cloud, and infrastructure technology is a plus).
- You are highly organized in your workflows, project management and can multi
- task in a dynamic, busy environment.
- You embrace teamwork and collaboration, you'll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.)
- You are adaptive and thrive in an ever-changing environment where you are constantly improving yourself, your team and company's process.

Your Qualifications
- IT, Computer Science or relevant engineering degree preferred
- Familiarity with Atlassian, CRMs and other SaaS solutions
- Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
- A real go-getter who takes the initiative to get things done

We can offer you
- A dynamic, international work environment
- 5 weeks of vacation each year
- Contribution to health insurance (50%)
- Contribution to lunch tickets (50%)
- Eligibility to enroll in LINK's employee share purchase program, which provides a 20% discount on company stock purchased by permanent employees

LOCATION: Roanne, France

LINK Mobility is publicly listed on the Oslo Stock Exchange with offices in 18 countries throughout Europe and the U.S. We continue to experience strong organic growth and recurring revenue as businesses move more activities onto mobile platforms. In 2021, LINK Mobility had a total turnover of 4.4 billion NOK.
- Every employee is an important member of LINK Mobility. We do not tolerate discrimination of any kind - whether active or passive - based on ethnicity, national origin, religion, disability, gender, sexual orientation, marital or parental status, union membership, political views, age, or any other characteristic that r