Technical Support Professional
4 weeks ago
We are a fast-growing technology company based in Paris, France, India (Virtual), and Minneapolis, USA. Our innovative solutions, such as FieldLogs, cater to various industries like aviation, oil and gas, and asset management. As a key member of our team, you will be responsible for providing top-notch support to our clients.
About the RoleThis is a hands-on technical position that requires both proactive and reactive skills. You will work closely with our development team to analyze and report product malfunctions. Your main responsibilities include:
- Responding to customer queries in a timely and accurate manner via our dedicated Support platform
- Determining the criticality of customer issues based on customer communication, project progress, and other factors
- Ensuring the enforcement of Customer Service Level Agreements (SLA)
- Reporting against Customer SLA as necessary
- Enforcing a strict governance process for Priority 1 (P1) issues
You will also have the opportunity to assist in training junior Customer Support Representatives and share feature requests and effective workarounds with team members.
Your QualificationsTo be successful in this role, you should possess the following qualifications:
- Bachelor's degree in information systems, engineering, computer science, or a similar field
- Previous experience as a Support Specialist is a strong plus
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Exposure to software design and development lifecycles
- Ability to work well under pressure
- Excellent interpersonal and external communication skills with very good proficiency in spoken and written English
We offer a competitive compensation package, commensurate with your experience. This may include taking over and growing our service delivery for a marquee customer, depending on your skills and drive. The estimated salary for this position is €60,000 - €80,000 per year, based on industry standards and location.
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