Overview

Our client is a leading AI-powered Content Delivery Platform for Product Knowledge and Technical Documentation. The product captures all technical documentation and transforms it into a smart knowledge hub that delivers personalized content experiences across all digital channels.

They are looking for a US-based, dedicated, and customer-focused Technical Support Specialist to join their Customer Support Team based in France (4 people). You will be responsible for providing technical assistance and support to our clients for our solution.

Key Responsibilities:

• Respond to and diagnose incoming support requests via our ticketing system.
• Resolve software-related issues with the support of our experts and software engineers.
• Escalate unresolved issues to higher-level support teams when necessary.
• Provide in-depth technical guidance to our clients for software applications and systems, ensuring optimal performance and functionality, while respecting our SLAs.
• Optimize existing tools and processes.

Qualifications & Technical skills:

• Education: At least two years of higher education, coding boot camp, and/or real-world software experience in a computer-related field.
• Knowledge of web services, XML/JSON, basic CSS, and experience using Linux/Mac systems.
• Experience working with Agile methodologies.
• Basic knowledge of Python & JavaScript.

Soft skills

• Excellent Communication Skills: Both written and verbal, with a native or fluent level of English.
• Customer-Oriented: Passionate about providing exceptional customer experiences.
• Problem-Solving: Ability to quickly identify and resolve various issues.
• Autonomous & Collaborative: Able to work independently and as part of a global team.
• Multitasking: Ability to handle multiple inquiries simultaneously and work under pressure.
• Innovation-Oriented: Able to work in an ever-evolving technical environment.