Customer Support Specialist

Signaturit Group; Puteaux; Hybride; EUR 35 000 - 55 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un technicien de support utilisateur pour rejoindre son équipe dynamique. Dans ce rôle, vous serez responsable de la gestion des demandes des clients, de l'analyse des journaux et de l'amélioration continue du service. Vous travaillerez dans un environnement hybride, offrant flexibilité et un excellent équilibre entre vie professionnelle et vie privée. Avec 34 jours de congés payés et des avantages tels qu'une carte de restaurant et un package de mobilité durable, cette opportunité est parfaite pour ceux qui souhaitent faire une différence dans le monde numérique. Rejoignez-nous pour transformer les transactions numériques en Europe et au-delà.

Prestations

34 jours de congés payés

Télétravail hybride

Horaires de travail flexibles

Assurance santé

Carte restaurant

Package de mobilité durable

Qualifications

• 3 ans d'expérience en tant que technicien de support utilisateur dans l'industrie SaaS.
• Familiarité avec les outils de ticketing et capacité d'analyse des journaux.

Responsabilités

• Gérer les demandes des clients et suivre les niveaux de service.
• Analyser les journaux d'erreurs et proposer des solutions durables.

Connaissances

Analyse des journaux

Compétences en service client

Compétences organisationnelles

Compétences collaboratives

Anglais

Espagnol

Formation

Diplôme supérieur en informatique

Outils

Zendesk

Jira

HTML

SQL

Windows

Office 365

Description du poste

About Us

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.

Context Overview

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 enable businesses to enhance their client experience with solutions in:

1. Electronic Signature: digitization and automation of signing processes
2. 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:

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

Requirements and qualifications

1. 3 years' higher education diploma in IT
2. Similar successful experience (+ 2 years’ experience) as a user support technician with a software provider in SaaS industry
3. Familiar with ticketing tools: Zendesk/Jira
4. Knowledge of HTML and SQL is a plus
5. Ability to analyze logs
6. Experience with Windows and Office 365 technologies
7. A strong personal sense of organization, sense of service and excellent collaborative skills
8. English is required, Spanish is a plus

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

1. HR Discovery Call (45 min)
2. 1st interview with our business (direct report)
3. Business case
4. 2nd interview with our business & business case feedback
5. Reference check

Why Join Us

1. 34 days paid vacation
2. Hybrid teleworking
3. Flexible working hours
4. Healthcare
5. Restaurant card
6. Sustainable Mobility Package

Join Our Vision
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.