Support Agent EMEA

Support Agent EMEA

Our Support Team plays a critical role in the daily life of our customers. We currently provide email assistance for all functional and technical questions and only operate asynchronously (email only). As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email. 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.

• 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)

• Start answering to written requests from clients
• Guarantee customer satisfaction and respect of our KPIs and SLAs
• Get to know our product and all its features inside out

• Keep answering to written requests from clients
• Work autonomously to identify and document bugs and have them solved by the R&D team
• Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360
  
  Learning teams...)
• Start handling our most valuable customers by becoming a dedicated agent for some of them.

• Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
• Become a subject‑matter expert and treat escalations from your team members
• Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency

• 3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor's degree in Information Technology, Computer Science, or a related field.
• You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy‑to‑understand instructions with a client centricity mindset
• You master an array of troubleshooting tools and concepts
• You have problem solving skills and an investigator mindset
• You are able to work under pressure and adapt to a fast‑changing environment (multitasking, prioritization)
• You have basic knowledge of SQL for querying databases and resolving data‑related issues.
• Experience with ticketing systems (e.g Zendesk), monitoring service applications (e.g Datadog) and basic understanding of HTTP APIs
• Fluent English (US / UK) / B2 level or equivalent (FR)
• Ideally B2 level or equivalent in German
• Enthusiasm for our working environment explained here :
  Convexity

• Compensation :
  Package includes base salary and a variable component
• Benefits :
  Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
• Balance :
  Flexible hours, Total work from home possible anywhere in Spain
• Diversity, Equity, and Inclusion :
  We have 6 active ERGs including Mental Health, Environmental / Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group's activities and providing a quick path to impact
• Corporate Social Responsibility :
  Review our CSR Charter :  / blog / corporate-social-responsibility-charter
• Culture : A framework that will help you make an impact - envision our way of working and our Convexity Culture : https : / / bit.ly /  & find out more about the teams, product and processes https : / / bit.ly / 42H1ggC ?

• Phone Screen with our Talent Acquisition Manager
• Discovery Meeting with our EMEA Support Lead
• Case Study to do at home
• Clarification Meeting with Support Agent
• Culture Fit Meeting with our Head of Global Support
• Offer!

360

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