Software Support Specialist LV2
HybridParis, Île-de-France, France or Barcelona, Catalonia, Spain
Job Summary
Handle Level 1 and 2 support tickets via email, phone, and ticketing tools by analyzing, classifying, and prioritizing issues through a methodical approach. Resolve classic cases using templated responses or FAQ redirection, while diagnosing technical tickets using logs, databases, and diagnostic tools. Escalate qualified issues to technical teams and maintain resolution follow-up with clients, ensuring alignment with Product and Tech teams. Share knowledge with the team to foster continuous improvement. Collaborate closely with Thomas, Head of Support, and technical groups within a multicultural environment featuring colleagues from five countries and ten nationalities. Utilize Zendesk, Clickup, Homer, Putty, and Pagent to manage daily workflows.
Required Qualifications
- Great sense of service
- Curiosity and autonomy
- Excellent oral and written communication skills in French and in English
Desired Qualifications
- Fluency in German, Spanish or Italian
- Knowledge of web technologies (Browsers and development tools, SQL, JSON/Rest, HTML/Javascript, programming language, ...)
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