As an Technical Support Specialist, working directly with the Support Team Lead, you'll be a vital part of our team, ensuring smooth resolution of technical incidents and client requests. This role is perfect for tech enthusiasts dedicated to delivering exceptional customer service.

Key Responsibilities :

• Oversee end-to-end management of technical incidents via phone support.
• Promptly resolve technical issues, collaborating with cross-functional teams.
• Analyze requirements, offering effective solutions for client needs.
• Ensure compliance with Service Level Agreements in all client interactions.
• Clearly communicate technical information to diverse audiences.
• Efficiently manage tickets, prioritizing based on urgency and impact.
• Collaborate with internal teams to escalate and resolve high-priority issues.

About You :

• You're organized, independent and proactive, and taken an active interest in your work
• You demonstrate empathy and a strong sense of customer relationship
• You have good analysis capacities and enjoy problem-solving
• You're good at verbal and written communication
• You know how to explain technical issues to any person you're talking to, regardless of their technical knowledge
• You master the network domains, VoIP, TCP/IP, internet, etc.
• You're versatile, thorough and can quickly get to grips and understand the solutions/tools that you'll be working with.
• You are fluent in French and English. Spanish is a +
• Knowledge of the Zendesk, Jira and Salesforce tools is appreciated

Joining our team means enjoying a balanced work environment and benefits designed with you in mind:

✨ Taking care of you:

• 100% employer-covered individual health insurance.
• 6 weeks of vacation.

🌍 Making your daily life easier:

• A hybrid work setup with a €20 gross monthly remote work allowance.
• A sustainable mobility package up to €700 per year (including 50% reimbursement of your Navigo Pass) or a €300 annual fuel allowance, depending on your transportation choice.

🤝 Fostering a warm team spirit:

• A friendly atmosphere and multicultural team.
• Shared moments through afterworks and various activities.
• Relaxation spaces to recharge during the day: sports, piano, video games…

❤️ Adding purpose to your work:

• One day per quarter dedicated to volunteering with Numérique pour Tous.