Join our team as a Technical Support Specialist and contribute to a cutting-edge AI SaaS product in a seasoned team environment.

This role is pivotal in fostering excellent customer relationships and ensuring the smooth operation of our services by coordinating interactions externally (with users) and internally within the Batvoice team.

The position combines tasks with a strong orientation towards product innovation and customer interaction and offers rapid advancement opportunities towards Customer Success Management, Project Management and Product Management roles.

Your missions:

Customer Support and Service

• Prompt and educational responses to inquiries via chat, email, and phone, maintaining the platform’s status page, and proactive communication through banners (Intercom).

• End-to-end ticket management: coordinating with users and technical teams to ensure SLAs are met and drafting post-mortem reports.

• Enhancing user engagement by managing educational content (FAQs, Help Center, tutorials), hosting webinars, demos, and onboarding workshops.

• Driving continuous operational improvement by leveraging user feedback and best practices to propose and implement efficiency enhancements.

Project Management Assistance

• Proactive coordination with stakeholders through clear communication channels and daily interactions for effective project tracking.

• Operational and contractual monitoring: keeping clients and users informed about completed and upcoming actions, new features, and configurations, and tracking KPIs with visual presentations to facilitate understanding.

Technical Maintenance and Quality Assurance (QA)

• Creating and maintaining workbooks/testbooks to automate debugging processes.

• Overseeing QA sessions before releases and throughout the product lifecycle.

• Maintaining technical documentation for development teams.

• Escalating issues to technical teams and prioritizing critical problems.

• Crisis management to respond quickly and minimize customer impact.

Contract:

• Type of Contract: Long-term Contract / Contrat à Durée Indéterminée (CDI)

• Working Time: 39 hours per week

• Work schedule: 9:00 AM to 12:30 PM and from 2:00 PM to 6:30 PM & Friday: from 9:00 AM to 12:30 PM and from 2:00 PM to 5:30 PM

• Office Location: full remote

• Start date: 01/10/2024

We are seeking a highly motivated and adaptable individual with >2 years experience in a similar position in an AI SaaS start-up/scale-up environment who exemplifies a collaborative spirit in a dynamic work environment.

Here’s what we require and what would ideally set you apart.

Required Skills

• Communication mastery: exceptional verbal and written skills in French, with professional proficiency in English;

• Tools proficiency: experience with customer support tools like Intercom and proficient in the use of modern technology;

• Independent management: ability to effectively manage priorities, work independently, and maintain organization in a multitasking environment.

• Team collaboration: skilled at working within team settings and collaborating across departments to meet company goals.

• Attention to detail: organized and meticulous approach to task and ticket follow-up, with a keen eye for detail.

• Versatility and initiative: ready to take on multiple roles and proactive in initiating project improvements.

Ideal Skills

• Customer Service expertise: strong capabilities in customer service and problem-solving.

• Educational leadership: ability to lead training sessions and webinars, enhancing team knowledge and expertise.

• Quality & Testing knowledge: familiarity with quality control and software testing processes.

Personal Attributes

• Tech-Savvy: comfortable navigating through continuously structuring and improving environments;

• Proactivity: not just responsive, but also proactive in contributing innovative ideas to customer support projects.

• User Engagement: enthusiastic about direct interaction and meeting with users, enriching their experience and fostering positive relationships.

More about the environment

⭐ Dynamic, Inspiring International Team and Mission-Driven Environment
Join a team where motivation and purpose converge to create a uniquely inspiring workplace.

🕺 Rapid Advancement Opportunities
Accelerate your career growth with numerous opportunities for fast-paced professional development.

🏥 Comprehensive Health Insurance with Alan
Enjoy excellent health coverage through Alan, ensuring peace of mind for you and your family. (50% participation)

🥗 Luncheon Vouchers Provided
Benefit from luncheon vouchers, making your daily dining convenient and affordable. (50% participation)

💻 Flexible, Hybrid Work Model
Experience the best of both worlds with our flexible working environment that supports both in-office and remote work options.

🌴 Engage in Exclusive Batvoice Events
Join us for biannual gatherings at stunning holiday destinations, where all team members unite to connect, recharge, and create unforgettable memories.

• Fit & technical interview with your future manager (45 min)

• Meeting with our HR manager (45 min)

• Two-way reference calls