Technical Support Agent EMEA

Employer Industry: Learning Management System (LMS) and Collaborative Learning Solutions

• Compensation package includes base salary, a variable component, and equity
• Flexible working hours with the option for full remote work anywhere in France
• Diverse benefits including Work From Home stipend, lunch vouchers, medical insurance, gym subscription, and 1 month parental leave for the second parent
• Opportunity to join an inclusive workplace with active Employee Resource Groups focusing on various diversity and equity initiatives
• Chance to contribute to the scaling of the team and improve processes and efficiency within the organization

• Respond to written queries from French and English-speaking clients via email
• Ensure customer satisfaction by meeting KPIs and SLAs while maintaining high-quality support
• Identify, document, and escalate bugs to the R&D team for resolution
• Assist in the recruitment and onboarding of new team members
• Provide subject-matter expertise and support for team escalations

• Minimum of 3 years of experience in a tech support role, preferably in a B2B SaaS environment, or a bachelor’s degree in Information Technology, Computer Science, or a related field
• Proficiency in troubleshooting tools and concepts, with strong problem-solving skills
• Basic knowledge of SQL for querying databases and resolving data-related issues
• Experience with ticketing systems (e.g., Zendesk) and monitoring service applications (e.g., Datadog)
• Fluent in French and English; ideally, have B2 level or equivalent in German

• Enthusiasm for the company's working environment and culture
• Experience in customer service or support roles within the tech industry

#Learning Management #Customer Support #Remote Work #Diversity And Inclusion  #Career Growth

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