Technical Customer Support Specialist, YOOBIC

• We’re looking for someone who is bilingual in English and French
• 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
• 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

• 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!

• We usually respond within a week