Technical Support Specialist - Paris, France - Sendinblue

Sendinblue

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

We are a rapidly growing team of more than 700+ employees, representing over 67 nationalities spread across seven offices in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle, and Toronto.

At Sendinblue, all Sibers evolve in a multicultural, caring, and flexible environment.

We are an international team composed of tech & non-tech profiles looking for talents that share our values: Empower the Customer, Build up Together, Impact First, Humbly Open, and People Company.

Within the international Customer Experience team, you will be the preferred intermediary of our Enterprise accounts

by helping in the diagnosis and resolution of their technical problems.

As a Technical Support Specialist, you will help the client to achieve a seamless experience with our platform to make them entirely satisfied and to ensure retention and upsells.

As a Technical Support Specialist, you will:

Address challenging customers with their technical topics:
Diagnose, report, follow, and resolve system, clients, and operational issues that impact
Prioritize, troubleshoot, and build a response plan on issues relating to our platform
Handle topics that require escalation outside of the department (Product, Tech, Sales )
Participate in bug resolution with the technical teams
Monitor the main KPIs (CSAT, 1st response time, ) and make them progress

- **Be an advisor for our clients**:

Strive to provide all customers with outstanding customer experience
Develop your proactivity to anticipate and exceed customer's expectations
Identify knowledge missing to make customers autonomous and reduce the number of cases
Work closely with all the Sendinblue departments and especially with the CSM team
Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop the customer satisfaction

- **Develop your technical knowledge**:
What will contribute to your success:

Autonomy, curiosity, and investigation are key in this position
Language requested native (mandatory) and fluent in English/German
At least 2+ years experience in Customer Service, or Technical Account Manager preferably in a SaaS company
Advanced knowledge in technical troubleshooting and APIs
Strong ability to understand, manage, follow, and drive customers' needs and strategy
Be confident with multiple tickets management simultaneously
Excellent presentation, written and oral communication skills
Ability to resolve issues and collaborate with all departments
Aptitude to explain in an easy way really technical topics

What we offer:

A unique opportunity to join an international and collaborative scaleup environment in a hypergrowth context
We value worklife balance and offer flexible working hours and remote work up to 3 days a week
The chance to grow your professional and technical skills, with real room for career progression

Meal vouchers

Swile (12,5 € per day)
Excellent private health care, of which 70% is covered by the company
RTT
Global company offsite every two years; interoffice trips (when the current sanitary situation permits)
Work's council benefits (HelloCSE)
Very competitive referral program
Second parent leave: 6 weeks of fully paid leave
English and French classes, and over courses available on Udemy
Budget to support your workspace at home
A modern office in a central location with free fruits, drinks & lots of fun activities
Relocation package and visa sponsorship for international more

Meet us :

Video call with our TA team (30 minutes)
A case study
Interview with our Senior Team Leader CX Enterprise and our Chief Revenue Officer
Get to know with the team

Sendinblue values work-life balance and offers flexible working hours and remote work.

Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job.

This policy is based on a mutual understanding between the Head of, Managers, and Team Members.

Our recruiting process will mostly be virtual (Hangout,Zoom) to provide a safe experience.

The timeline and details of the hiring process will be shared by the TA team during the first call.