Customer Support Specialist (Saas)

Signaturit Group; Puteaux; Hybride; EUR 35 000 - 45 000; Plein temps

Résumé du poste

A leading SaaS company in Île-de-France is seeking a User Support Technician responsible for managing customer requests and ensuring compliance with service agreements. Ideal candidates will have at least 2 years of experience in a SaaS environment and display excellent organizational and interpersonal skills. Proficiency with tools like Zendesk and knowledge of HTML/SQL is advantageous. Join a team committed to revolutionizing digital transactions across Europe with a flexible hybrid work model and comprehensive benefits.

Prestations

Flexible hybrid work setup

Flexible working hours

100% health insurance coverage

Meal Vouchers

Tailor-made onboarding

Access to technical training platforms

Regular team events

Qualifications

• 2+ years of experience as a user support technician in the SaaS sector.
• Proficiency in user support ticketing systems required.
• Fluency in French and English, Spanish is a plus.

Responsabilités

• Manage customer requests and ensure SLAs are met.
• Monitor platform activity and analyze error logs.
• Contribute to documentation and online help articles.

Connaissances

User support technician experience

Proficiency with ticketing tools (Zendesk, Jira)

Log analysis skills

Strong organizational skills

Bilingual French and English

Formation

Bachelor's degree in Computer Science

Outils

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 platform 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 🚀

Reporting directly to the Customer Support Manager and working within an innovation-driven team, you will be responsible for:

• Managing customer requests
• Ensuring compliance with the service level agreements (SLAs) defined in our customer contracts
• Monitoring platform activity
• Analyzing error/warning logs generated by the platform
• Analyzing and reporting on support activity: you will analyze incidents and propose sustainable solutions
• Improving the service ensuring the quality of responses provided to customers, maximizing positive feedback in satisfaction surveys
• Documentation: contributing to the creation of online help articles, procedures, and operating methods

What we believe should contribute to your success in this context 🎯

• Bachelor's degree in Computer Science
• Successful experience of over 2 years as a user support technician in the SaaS sector
• Proficiency with ticketing tools: Zendesk / Jira Knowledge of HTML and SQL is a plus
• Log analysis skills
• Experience with Windows and Office 365 technologies
• Strong organizational skills, excellent interpersonal skills, and a collaborative spirit
• French and English are required; Spanish is a plus

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

• HR Discovery Call (30 min)
• 1st interview with our business (direct report)
• Business case
• 2nd interview with our business & business case feedback
• Reference check

Why Join Us 🤝

• 👩🏽💻 Flexible hybrid work set up
• ⏰ Flexible working hours and A framework status with RTT
• 🏥 Health Insurance 100% covered
• 🍽️ Meal Vouchers (Ticket restaurants)
• 💂🏼♀️ Tailor‑made onboarding and skills development program
• 📚 Access to specialized technical training platforms
• 🎂 Regular events to maintain a good atmosphere

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.

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