Technical Customer Support Specialist, YOOBIC
Office located in Hammersmith, London
Digital workplace platform for frontline teams
Be an early applicant
Digital workplace platform for frontline teams
201-500 employees
Be an early applicant
Office located in Hammersmith, London
201-500 employees
Company mission
to transform the future of work for frontline employees!
Role
Who you are
- This is an exciting opportunity for a positive individual who is driven by customer satisfaction and success, and wants to build a career in tech
- We’re looking for someone who is bilingual in English and French
- If you love to investigate and solve technical issues, customer care drives you, and you are passionate about the tech industry, this challenge is for you!
- A genuine passion for building customer relationships and providing world-class support
- A proactive approach with a positive attitude and a great team spirit
- Excellent oral and written communication skills in your native and second language
- Good interpersonal and organisational skills
- Ability to work in teams or individually as and when required
- Previous experience of minimum of 2 years in a Technical Support role
- Passionate about start-ups, digital and new technologies
- Knowledge about SaaS architecture
- Hands-on experience with laptop with,mobile and network troubleshooting
- Good knowledge in SQL database/querying, API testing, JSON, cURL format, BI with SSO and Mobile Device Management
- Knowledge in HTML, CSS and Javascript is preferred
- Advanced Excel skills including VLOOKUP, and data analysis
- Know how to use and investigate with browser dev tools (Network, Console, …)
- You’re excited by the prospect of working in a scale-up and a fast-paced environment
- Bilingual capability in French and English
- QA methodologies and when to use it (A/B testing, Unit testing, Black Box testing)
Desirable
- Experience with ticket management systems such as Jira and Zendesk
- Knowledge in Image Recognition, Deep Learning, and AI features
What the job involves
- We are looking for a motivated and dynamic Technical Customer Support Specialist to join our Customer Support team in London
- As a Technical Customer Support Specialist, you will work directly with our customers to troubleshoot their technical issues and support them on a specific part of the solution/modules
- You will help to solve the most complex problems in order to make the customers happy
- You will work cross-functionally with many departments, especially our Customer Success, Customer Implementation, Product and Quality Assurance (QA) teams
- Our Customer Support team is spread across the world with our Global Head of Support based in London, where you will be working
- Help our customers to use the YOOBIC platform successfully to achieve their business goals
- Respond to, troubleshoot or escalate all incoming support requests from our customers via email, video calls, chat or phone in a professional manner and according to our Service Level Agreements (SLA)
- Communicate and keep our customers updated regularly with any relevant information and updates
- Troubleshoot technical issues escalated by Customer Support team
- Support end-users on complex issues and specific technical modules of our solutions (Image Recognition, SQL, API, SSO, AI features, Workflow,…)
- Investigate web app issues with browser dev tools
- Identify, reproduce and report bugs to our Product and QA teams to correct them
- Assist in prioritising the resolution of bugs in collaboration with the Product and QA teams
- Be the advocate of the customer, and follow-up any open bug by taking into account client’s business impact
- Ensure communication with customers around bug resolutions
- Work closely with our Customer Implementation and Customer Success teams to provide support on technical issues and advocate for customers
- Use our ends-users feedbacks to qualify needs, and suggest improvements to make our apps greater
- Work to achieve the best Customer Satisfaction and be Customer Focused at all times
- Proactively contribute to our internal tools, and the future success of Customer Support at YOOBIC
- In charge of onboarding new joiners, and upskilling the Customer Support team
- … and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!
Application process
- We usually respond within a week
Salary benchmarks
Our take
In a similar way to how Slack enables communication and task management in computer-based jobs, YOOBIC’s platform is tailored towards the front-line, deskless workforce. Beyond communication through its news feed and chat features, it also caters for HR and mobile-driven training, as well as task and inventory management.
YOOBIC is one of a number of startups targeting this underserved space, which accounts for around 80% of the global workforce. Though there’s plenty of competition from the likes of Crew and ServiceMax, YOOBIC has grown to operate in almost one hundred countries for some of the world’s biggest brands including Puma, Boots, Mazda, Domino’s, Vans, and Peloton.
With good funding at its back, YOOBIC's intention is to continue its rapid international expansion while adding more industry-specific features to its product stack. Its solutions are held in high regard, having won numerous awards in the past, with the company's most recent accolade being its ranking as the 20th fastest growing UK tech company by the 2023 E2E Tech 100 list.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jul 2021
$50m
SERIES C
Jun 2018
$25m
SERIES B
Total funding: $80.3m
Company benefits
- A dynamic environment
- A team of seasoned pro’s
- Continuous growth and learning
- An open feedback culture
- Lots of room for your own initiatives and ideas
- Transparency on results and strategy
- 'Open door' policy with our leadership team
- Team spirit and dedication
- Recognition and rewards for hard work
- Personalised healthcare and well-being resources
- Mental health support
- Online workouts
- Flexible working environment (role dependant)
Company values
- Global by Design: Be inclusive, Embrace difference of opinion, Listen more than talk
- Own it: Be accountable, Don’t be afraid to make mistakes, Take the initiative, Be courageous, Show bias for action
- Winning as a Team: Strive to win, Work as a team, Show Tenacity, Hire smart people
- Tech at Heart: Be open to new ideas, Be solution focused, Show radical creativity, Be customer obsessed
Company HQ
Midtown South, New York, NY
Articles
Leadership
Fabrice Haiat
(CEO)Prior to co-founding YOOBIC in 2013, they spent 13 years as CEO of real estate eco-performance company Vizelia (acquired by Schneider Electric in 2011). Joined Schneider post-acquisition for a two year spell as VP of Global Sales, then Director of Energy Management Services.
Avi Haiat
(CTO)Co-founded and was CTO of Vizelia alongside Fabrice Haiat, before spending two years heading up R&D at Schneider Electric after the company's acquisition.
Gilles Haiat
(Head of Research)Served as Head of Research alongside brothers Avi and Fabrice at Vizelia until Schneider Electric bought the company in 2011, then joined Schneideras a Software Architect before co-founding YOOBIC.
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