Customer Support Specialist*

Signaturit Group; Les Ulis; Sur place; EUR 30 000 - 45 000; Plein temps

Avantages offerts par ce poste

Horaires de travail flexibles

Package de mobilité durable

Résumé du poste

Signaturit Group recherche un Spécialiste du Support Client pour rejoindre son équipe dynamique. Ce rôle implique la gestion des demandes des clients, le suivi de l'activité de la plateforme et l'amélioration continue du service. Vous bénéficierez d'une flexibilité horaire et d'un environnement de travail collaboratif dans une entreprise Saas innovante.

Qualifications

• Au moins 2 ans d'expérience en support client dans l'industrie SaaS.
• Connaissance des outils de ticketing et compréhension des logs.
• Capacité à analyser les activités de la plateforme.

Responsabilités

• Gérer les demandes des clients et suivre les accords de niveau de service.
• Analyser les logs d'erreur et proposer des solutions durables.
• Participer à la rédaction d'articles d'aide et de procédures.

Connaissances

Analyse

Service à la clientèle

Organisation

Formation

Diplôme supérieur en informatique

Outils

Zendesk

Jira

Description du poste

Join to apply for the Customer Support Specialist* role at Signaturit Group

Join to apply for the Customer Support Specialist* role at Signaturit Group

Signaturit Group is a leading Saas company revolutionizing the way people do business through secure digital transactions. We are the European champions of unified digital transaction management, helping hundreds of thousands of clients in 180 countries authenticate and manage their digital identity, handle client onboarding and KYC (Know Your Customer), electronically sign documents, and securely archive critical transactions.

In France, you may know us as Universign (for electronic signatures) and VIALINK (for client onboarding and KYC).

Today, more than 400 experts and passionate professionals, based in Paris, Barcelona, Valencia, and Madrid, are working every day towards our shared success.

At Signaturit Group, our mission is to simplify and secure our clients’ digital journeys. We automate and secure critical client interactions such as onboarding, customer verification, and contract signing. As part of a scale-up in the RegTech space, we develop SaaS solutions specialized in digital identity security, electronic signatures, and fraud prevention. Our platforms enables businesses to enhance their client experience with solutions in:

• Electronic Signature: digitization and automation of signing processes
• KYC & ID Verification: online identity and document verification with AI and machine learning

What you will do at Signaturit

Directly reporting to the Support Customer Manager, and as part of a team focused on innovation, you will be responsible for :

• Managing customer requests
• Focusing on Service Level Agreement mentioned in our customer contracts
• Tracking platform activity
• Analyzing error/warning logs sent by the platform
• Analyzing and reporting on support activity: You will analyze incidents and propose sustainable solutions
• Improving the service
• Being responsible for the quality of responses to customers, generating as many responses as possible to satisfaction surveys
• Documentation: take part in the development of Helpdesk articles, procedures and operating methods

Requirements and qualifications

• 3 years' higher education diploma in IT
• Similar successful experience (+ 2 years’ experience) as a user support technician
• with a software provider in SaaS industry
• Familiar with ticketing tools: Zendesk/Jira,
• Knowledge of HTML and SQL is a plus
• Ability to analyze logs
• Experience with Windows and Office 365 technologies
• A strong personal sense of organization, sense of service and excellent collaborative skills
• English is required, Spanish is a plus

Interview process (indicative, may require additional stages if required)

• HR Discovery Call (45 min)
• 1st interview with our business (direct report)
• Business case
• 2nd interview with our business & business case feedback
• Reference check

Why Join Us

• Flexible working hours
• Sustainable Mobility Package

Be part of Signaturit Group's journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information, explore our website and discover how you can contribute to our mission.

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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