Customer Support Agent (H/F) - Paris

Famoco; Paris; Hybride; EUR 25 000 - 35 000; Plein temps

Résumé du poste

Une entreprise technologique, Famoco, recherche un(e) professionnel(le) du support client à Paris pour intégrer son équipe dynamique. Vous serez responsable de l'assistance et de la satisfaction des clients, en répondant à leurs demandes et en améliorant les services. Le candidat idéal possède un BTS/DUT en informatique et une première expérience en support client, ainsi qu'une excellente maîtrise de l'anglais. L'environnement de travail est inclusif, avec de nombreuses possibilités de développement personnel et professionnel.

Prestations

Assurance santé

Carte Swile

Prise en charge des transports

Accès à des événements Famoco

Abonnement Gymlib

Qualifications

• Diplôme BTS/DUT en informatique ou équivalent nécessaire.
• Expérience dans le support client ou un centre d'appel est un plus.
• Maîtrise de l'anglais parlé et écrit essentielle.

Responsabilités

• Assurer l'assistance client et répondre aux demandes.
• Identifier et proposer des solutions d'optimisation.
• Créer et maintenir la documentation interne et externe.

Connaissances

Communication écrite et orale

Sens du service client

Autonomie

Formation

BTS/DUT en informatique ou équivalent

Outils

Outils de gestion de tickets

Description du poste

Over 15 years, Famoco has become a reference in the field of new technologies.

How do we do it? By combining a mobile hardware and software solution under Android and putting it in the hands of companies through a secure SaaS platform.

Whether in France (Paris and Rennes), Belgium (Brussels and Liege), China (Shenzhen) or Africa (Abidjan) our teams share the same goal: to satisfy our more than 1500 customers around the world.

Famoco offers an inclusive and caring work environment, where all differences are taken into account and valued. We strongly believe that diversity makes our teams richer! We are for equal opportunities in hiring and this in a recruitment process that advocates diversity and inclusion, to ensure non-discrimination!

Our corporate culture can be summed up in 5 words: listening, benevolence, curiosity, challenge and results. And that's not all, we all share the desire to make the company grow and are always delighted at the idea of welcoming our new talents!

As part of the Customer Support team, you will play a key role in ensuring the satisfaction and loyalty of our customers. At the forefront of the user experience, you'll be responsible for assisting our customers, responding to their requests and contributing to the continuous improvement of our services. Your role is essential in ensuring customer satisfaction and optimizing the use of our solutions.

Your missions :

Customer Assistance & Support:

• Receive, analyze and process customer requests (level 1).

• Provide clear and effective answers to resolve problems encountered.

• Escalate complex tickets to the technical team or relevant teams.

• Ensure regular follow-up of requests and inform customers of their resolution.

Continuous Improvement:

• Identify recurring problems and propose optimization solutions.

• Contribute to the enrichment of internal and external documentation.

• Share customer feedback with Product and Technical teams.

Customer Relations & Quality of Service:

• Guide customers in the optimal use of our solutions.

• Gather and analyze their feedback to improve our products and services.

• Participate in setting up processes to guarantee greater customer satisfaction.

What we are looking for:

• BTS/DUT in IT or equivalent.
• A first experience in customer support, ideally in a call center, is a plus.
• Excellent command of English (written and spoken) is essential to interact with our international clientele.

Technical skills:

• Good knowledge of Android technologies, computers and networks.
• Understanding of troubleshooting and connectivity principles.

Skills & Qualities:

• Excellent written and oral communication skills.

• Sense of customer service and ability to solve problems effectively.

• Organization, thoroughness and autonomy.

• Comfortable with ticketing and support management tools.

Why join us?

• An international environment where every day is a new challenge.

• A dynamic, caring team to support you as you develop your skills.

• Varied and progressive assignments to develop your expertise in customer support and new technologies.

• A healthy work/life balance, with the possibility of internal career development.

This position will require on-call duty

• 50/50 remote
• A good health insurance (50% covered)
• Swile card (55% covered)
• Transportation (50% covered)
• A Coursera license for self-study throughout the year
• Premises in the center of Paris (4th arrondissement)
• Paid vacations
• Laptop according to your preferences (Mac or PC)
• Access to various Famoco events: Team Buildings, Game Nights, Apéro etc...
• Liberty Gymlib subscription : Sport and wellness activities
• Telework allowance: 300 euros per year

Recruitment process

• Phone screen with HR
• Meeting with the Customer Support Team Lead
• Meeting with the Technical Account Director

Our commitment to recruitment!

We pay very close attention to the applications of our future talents, and we treat them fairly and impartially in accordance with our values.

We receive a large number of applications, and it's always fun! Rest assured that your CV will not be forgotten ;) we make every effort to keep the application process as short as possible and maintain active contact with our candidates throughout the process.

We commit ourselves to process each application within a maximum of 15 days, after which time, if you do not receive any news from us, it means that your application has not been retained this time. The next one may be the right one!

* All our positions are open to people with disabilities