Our Support Team plays a critical role in the daily life of our customers. We currently provide e-mail assistance for all functional and technical questions and only operate asynchronously (email only).
As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email. You will work in full autonomy, your work will be judged on measurable results and while we have guidelines for style of writing, there is no script whatsoever and each individual can bring their own personal touch.
Within 1 month you will:
Experience a comprehensive onboarding that includes an insight into our teams, culture, and product Become an expert in Trello & asynchronous communication Discover the Support team and get to know the key stakeholders you’ll be working withAnswer to written requests from clients (50% of the time)Within 3 months you will:
Start answering to written requests from clientsGuarantee customer satisfaction and respect of our KPIs and SLAs Get to know our product and all its features inside outWithin 6 months you will:
Keep answering to written requests from clientsWork autonomously to identify and document bugs and have them solved by the R&D teamContribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)Start handling our most valuable customers by becoming a dedicated agent for some of them.Within 12 months you will:
Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the teamBecome a subject-matter expert and treat escalations from your team membersStart improving our processes and efficiency by offering solutions to automate tasks and improve efficiencyThe Skill Set
3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field.You master an array of troubleshooting tools and conceptsYou have basic knowledge of SQL for querying databases and resolving data-related issues.You bring a client-centricity mindset to everything you doYou are a problem solver and a great investigatorYou have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructionsFluent English (US/UK) / B2 level or equivalent (FR)Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360LBasic proficiency in scripting languages like Python to automate common tasks and improve efficiency is a plus as well as an experience working with APIs, including troubleshooting and supporting clients after API integrations.What We Offer:
Compensation: Package includes base salary, a variable component and equityBenefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. View our CSR charter: https://360learning.com/blog/corporate-social-responsibility-charter/Balance: Flexible hours, full remote work possible anywhere in FranceInternational team: Offices in London, New York and ParisCulture: A framework that will make you successful - envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/Interview Process
Phone Screen with our Talent Acquisition ManagerDiscovery Meeting with our EMEA Support Lead Case Study to do at home Clarification Meeting with a Support Agent Culture Fit Meeting with our Head of Global Support Offer!
