Support Officer - Paris, France - 360Learning

360Learning

Entreprise vérifiée

Paris, France

il y a 3 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

Our Support Team plays a critical role in the daily life of our customers. We provide assistance for all functional and technical questions and only operate

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 with
Answer to written requests from clients (50% of the time)

Within 3 months, you will:

Start answering to written requests from clients
Guarantee customer satisfaction and respect of our SLAs (we aim at answering most requests under 2 hours)
Get to know our product and all its features inside out

Within 6 months, you will:

Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)

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 team
Start handling our most valuable customers by becoming a dedicated agent for some of them

The Skills Set:

3+ years experience within support function role
You bring a clientcentricity mindset to everything you do
You are a problem solver and a great investigator
You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar in French
You are fluent in English (B2 level required)
You have a passion for learning and an ability to take complex technical information and turn it into engaging, easytounderstand instructions
Enthusiasm for our culture explained here

What We Offer:

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Compensation: Package includes base salary, a variable component and equity
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Balance:Flexible hours, full remote work possible anywhere in France
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International team: Offices in London, New York and Paris

Interview Process:

Phone Screen with our Talent Acquisition Manager
Discovery Meeting with our Head of Support
Case Study (take home assignment)
Clarification Meeting with a Team Member
Culture Fit Meeting with our VP Client Success
Offer

Who We Are

360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow topdown training. 360Learning is the easiest way to onboard and upskill employees, train customerfacing teams, and enable customers and partnersall from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment.

**We want to learn from and with you