Job Specifications
Our Support Team plays a critical role in the daily life of our customers. We currently provide e-mail 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.
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 KPIs and SLAs
Get to know our product and all its features inside out
Within 6 months, you will:
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 360Learning teams...)
Start handling our most valuable customers by becoming a dedicated agent for some of them.
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
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
The Skill Set
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 French & English (US/UK)
Ideally B2 level or equivalent in German
Enthusiasm for our working environment explained here: Convexity
What we offer:
Compensation: Package includes base salary, a variable component and equity
Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.
Balance: Flexible hours, full remote work possible anywhere in France
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: 360learning.com/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/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC
Interview Process:
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!
About the Company
Performance-driven learning & development teams achieve business impact with 360Learning. L&D teams leverage AI and collaborative learning to pinpoint skills gaps, capture knowledge from experts, and deliver it to learners when needed most. 360Learning’s learning platform is equipped with powerful LMS automation, collaborative learning Academies, tools to create a top-notch learner experience, and an AI-powered Skills ontology to activate skills-based learning. Employees upskill, customers learn, and partners are trained—all...
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