Technical Support Specialist

Description de l'entreprise

🤓 Lengow, an intelligent and automated e-commerce platform :
Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

Le poste et ses missions

🤓 Lengow, an intelligent and automated e-commerce platform :
Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.
All jobs are open in Nantes/ Paris/Barcelona.

The Support team is made up of around twenty people of all nationalities. Divided in several teams (functionnal or technical), the technical support team is responsible for providing technical assistance or solutions to customers encountering issues with our software. The team works closely with developers to diagnose problems and enhance software performance. Our objective is to ensure a seamless and satisfying customer experience while maintaining a high level of user satisfaction and loyalty.
In this context, Aurélie, our Technical Support Manager, is looking for a Technical Support Specialist.
This position is open for our office of Paris.

Provide assistance and guidance to customers or users facing technical issues with products or services. Technical support professionals aim to troubleshoot and resolve problems promptly, ensuring customer satisfaction and enhancing the overall user experience. Their role is essential in maintaining a positive relationship between the company and its clients, fostering trust and loyalty.
⌨️ Your main tasks would be as follows :

• Respond to functionals and technicals support requests in a considerate accurate, timely and qualitative manner,
• Coordinate the technical qualification of bugs and escalate it to our developers : Reproduce, qualify and write summaries of the various incidents,
• Manage emergency situations by coordinating client communication and working with our development team
• Provide and qualify new features needs to our product team,
• Suggest customer documentation updates or creation in order to reduce the need for assistance.
  🎯 OKRs:
  After 1 month:
• Acquire an in-depth knowledge of our products and services, and be able to provide basic technical assistance to customers.
• Efficiently handle at least 50% of the simple technical support requests independently.

After 3 month:

• Be aligned with the number of requests handled compared to other team members.
• Receive positive feedback from customers regarding the quality and speed of technical support.
• Be capable of conducting phone meetings to discuss customer issues.
  After 6 month:
• Be able to handle any type of request
• Train new members of the technical support team.
• Be capable of managing external and internal communication during crisis situations.
• Contribute to the creation or maintenance of technical documentation.
• Actively participate in team meetings to propose ideas for improving support processes.

⭐ Possibility to evolve:

• All job openings are offered internally. Depending on your skills and interests, you have the possibility to evolve as a Technical Product Owner, Pre-sales, or Technical Account Manager.

Le profil recherché

Requirements
🏹 We are looking for someone with the following experiences and skills:
To carry out these missions, we are looking for a person with the following skills :

• You are fluent English and French orally and writing (Italian language is a real plus)
• You are recognized for your analytical and synthesis skills,
• You have a technical background:
• • You like being a problem solver you are not afraid of diving into log
• • You know how to read an xml or json file.
• • In ease with the use of Postman and APIs.
• You are a good communicator, empathetic with your clients.
• You have good interpersonal skills, you know how to deal with all types of people and you like to work in a team
• You are autonomous, proactive and resourceful

Le processus de recrutement

🪜 Hiring Process :

• HR interview with Alexandre our Talent Acquisition Manager
• Manager interview with Aurélie, Technical Support Manager and Sophie (Head of support).
• Technical test with Aurélie
• Culture itw with Sebastien our CEO.
• Reference taking, then hiring promise.