AI-Powered Customer Support Engineer

LumApps SAS; Lyon; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model – 2 days at the офис

Meal vouchers (SWILE)

Health insurance

Yoga classes

Parental leave and family moments

Training and onboarding

Job summary

LumApps SAS in Lyon is seeking a customer support specialist who will respond to requests, diagnose issues, and help users maximize the platform’s value. You will work with French and English speakers, collaborate across teams, and participate in automation efforts to improve first-contact resolution.

The role offers a hybrid model in France, with 2 days in the office and 3 days remote, comprehensive onboarding, and ongoing training to grow your skills within a dynamic employee experience

Qualifications

• Strong organizational skills and attention to detail.
• Excellent written and spoken communication in French and English.
• Empathy and autonomy in assisting customers.
• Team spirit and collaboration.

Responsibilities

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use the platform's features.
• Test, locate problems, and reproduce product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests that cannot be handled by support to the right teams.
• Proactively participate in AI transition and automation initiatives to reduce manual tasks.
• Ensure customer follow-up to verify resolution of technical requests.
• Update internal databases with information on issues and use cases.

Skills

Organizational skills

Interpersonal skills

Empathy and autonomy

Team spirit

French & English fluency

GSuite / Solutions knowledge

Python

REST API

Tools

Python

GSuite

Job description

LumApps SAS in Lyon is seeking a customer support specialist who will respond to requests, diagnose issues, and help users maximize the platform’s value. You will work with French and English speakers, collaborate across teams, and participate in automation efforts to improve first-contact resolution.

The role offers a hybrid model in France, with 2 days in the office and 3 days remote, comprehensive onboarding, and ongoing training to grow your skills within a dynamic employee experience