Customer Support Specialist

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

Résumé du poste

Une startup dynamique dans le domaine de la MedTech recherche un Spécialiste du Support Client de Niveau 1 pour rejoindre son équipe. Vous serez le point de contact principal pour les clients, répondant à leurs demandes techniques et contribuant à l'amélioration des processus. Une expérience solide en support client et des compétences en communication efficaces sont essentielles pour ce rôle au sein d'une équipe innovante qui cherche à sauver des vies grâce à ses solutions pionnières.

Prestations

Plan de santé

Chèques déjeuner

Transport couvert à 50%

Service de télétravail

Équité dans l'entreprise

Qualifications

• Expérience d'au moins 2 ans en support client.
• Bonne maîtrise de l'anglais (écrit et oral).
• Capacité à interagir efficacement avec diverses parties prenantes.

Responsabilités

• Gérer les demandes techniques des clients et fournir des solutions efficaces.
• Collaborer avec des collègues pour améliorer les processus de soutien.
• Participer à des projets d'amélioration continue pour optimiser les opérations.

Connaissances

Compétences en communication

Proactivité

Curiosité technique

Esprit d'équipe

Compétences de résolution de problèmes

Description du poste

About us

Implicity is a digital MedTech, that brings outstanding innovations to cardiologists, thanks to Big Data and Artificial Intelligence.

Thanks to our leading cardiac remote monitoring platform, it’s way easier to manage data and predict patient issues, so that cardiologists can bring the best care at the best time.

To put it simply, when you join Implicity, you’ll contribute to save lives with us ????

Dr Arnaud Rosier (cardiologist and AI researcher) & David Perlmutter (engineer and entrepreneur), co-founded Implicity in 2016.

• 10+ years later, a French Start-Up / Scale-Up is a real game changer in the healthcare market, literally shaping the future of cardiology.
• 250+ hospitals / medical centers are already using our solutions, covering 100 000+ patients.

At Implicity, you will find the greatest experts in data science, engineering, clinical, regulatory, IT, sales, customers success, etc. working together.

This amazing team already managed to make Implicity a clear European leader, and we will very soon do the same in the US market.

In a nutshell, thanks to Implicity:

Patients get a far better care

Doctors’ life is far easier, they can have a far better focus on prevention/treatment, and not admin/data burden

Healthcare payers (Social Security in France) eventually pays a far lower price (preventing/monitoring instead of treating/hospitalizing)

It can start as soon as you can!

Want more infos?!

• Our website: https://www.implicity.com/about-us/
• Our team: https://www.welcometothejungle.com/fr/companies/implicity/team
• Our other opening jobs: https://www.implicity.com/careers/
• Our cool grade on Glassdoor: https://www.glassdoor.fr/Présentation/Travailler-chez-Implicity-EI_IE4010545.16,25.htm
• Our $23M Series A last January 2022:https://www.implicity.com/ressource/seriesa/
• A cool article by La Tribune: https://www.latribune.fr/technos-medias/innovation-et-start-up/la-startup-de-la-semaine-implicity-previent-les-crises-cardiaques-grace-aux-donnees-829691.html
• And finally, 2 interviews of our CEO Arnaud Rosier: https://www.youtube.com/watch?v=1ofIQQMWqZohttps://www.bsmart.fr/video/1727,37-ecosysteme-implicity

Joband recruitment context

We are looking for a dynamic and motivated Level 1 Customer Support Specialist to join and expand our Customer Success team.

You will work closely with an experienced colleague, who has been with the company for five years, to ensure an exceptional customer experience and contribute to the continuous improvement of our processes.

Your missions

Reporting to Anne, our Head of Customer Success, and acting as a Level 1 Customer Support Specialist, you will be a key point of contact for our clients and play an essential role in their satisfaction.

Your responsibilities will include:

• Managing incoming customer technical requests: you will respond to incoming client inquiries via live chat, providing quick and effective solutions to their questions and issues.
• Technical escalation: you will identify and qualify problems requiring deeper technical expertise, ensuring smooth communication and efficient handover to our technical teams.
• Continuous improvement Projects: you will actively participate in optimizing our support processes. This includes identifying areas for improvement, proposing solutions for automating repetitive tasks, and implementing projects aimed at increasing team efficiency and client satisfaction.
• Collaboration and knowledge sharing: You will work in tandem with an experienced colleague, fostering an environment of mutual knowledge sharing and skill development. Your goal is to ensure that our knowledge base regarding support is up to date and help to maintain it.

At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills.
Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets.
The annual appraisal is a shared exchange moment, focused on your development.

Hardskills and Softskills

We are seeking someone eager to fully invest themselves and grow within our structure. To succeed in this role, you should ideally possess the following qualities and skills:

• Customer support experience:at least 2 years of experiencein customer support, ideally at Level 1 (not mandatory)
• Excellent communication skills: you are recognized for your clarity, teaching ability, and capacity to interact with various stakeholders, both written and oral.
• Fluency in english: perfect command of English (written and spoken) is essential.
• Problem-solving aptitude & technical curiosity : you enjoy analyzing situations, identifying root causes, and finding pragmatic solutions.
• Proactivity and initiative: you are not afraid to propose improvement ideas and take on projects to evolve our working methods.
• IT Agility: You are comfortable with daily tools like Notion, Slack, Drive, etc.
• Adaptability: You enjoy working in a fast-paced and ever-changing environment.
• Strong Work Ethic: You act daily with integrity, honesty, and fairness.
• Thoughtful Team Player: You are looking to make your colleagues successful.

You like this ad, and think this is very like you

It is OK to apply without meeting all the criteria: just honestly tell us why you think you can be THE one.

Recruitment process

• 1. HR Interview with Astrid (Talent Acquisition Manager)(30min)
• 2. Job/Operational Interview with Anne and Lisa (your future team)(60-120min)
• 3. Final Interview with Lucie (COO) (60-90min)
• 4. Reference check
• 5. Job Offer (usually follows within 72 hours )

Depending on your availability, the recruitment process should last less than 3-4 weeks.

General information

Salary

• For this job (full-time), you have a base salary depending on your experience

Benefits

• Health care plan: Alan (35€ / month + 20,25€/month for kids)
• Luncheon voucher: 9€ (50% employer)
• Transport: 50% of your pass OR sustainable mobility pass

Remote work &Location

• 3 days per week (progressively)
• Location: 29 rue du Louvre, 75002, PARIS

Why us?

Simply because you will get all Scale-Up advantages without the usual drawbacks!

• Activity: we are a “purpose company” - that really drives everyone’s daily motivation and commitment
• Solution: we built a best-in-class solution, that has no direct competitor
• Growth stage: we are not small - we are not big - we are +85 => our boom is to come
• International: we operate at a global level, and our working language is English
• Values: we do have values, and these are not just for posters!
  • Integrity: we act with honesty and fairness
  • Ambition: we strive for excellence in a healthcare demanding environment
  • Cooperation: we care, we support, we seek collective success
• Autonomy: you’ll definitely get real responsibilities, and have the chance to have impact
• Employee care:
  • Our beautiful office is “rue du Louvre” (between Chatelet & Bourse)
  • Regular team events, especially every Thursday evenings
• Tools: we used Slack, Notion and Drive, and it is pretty cool
• Worklife balance: we are definitely respectful & remote friendly
• Shareholder: you will be incentivized with company equity