Platform Support Specialist (B2B SaaS)

Jobtailor; Paris; Sur place; EUR 32 000 - 52 000; Plein temps

Résumé du poste

Jobtailor in Paris, France is seeking a dedicated customer support professional to handle inquiries, diagnose incidents, and guide users through the platform. You will collaborate with Product, Tech, and CSP to escalate issues and ensure swift resolutions.

The role emphasizes strong written communication, a solutions mindset, and the ability to manage multiple tasks while contributing to knowledge base improvements. Occasional training participation may be required.

Qualifications

• Minimum 2 years’ experience in customer support / customer care / helpdesk.
• Ideally in a B2B SaaS environment.
• Knowledge of HR tools (HRIS, ATS, LMS) is a plus.
• Proficient with ticketing tools and digital environments.
• Ability to understand technical issues without being a developer.

Responsabilités

• Manage customer inquiries (tickets, emails).
• Diagnose and resolve incidents related to the platform.
• Escalate complex issues to internal teams (Product, Tech, CSP).
• Ensure follow-up until complete resolution.
• Guide customers in using the platform.
• Answer functional questions.
• Occasionally participate in support or training sessions.
• Contribute to the knowledge base.
• Identify product pain points.
• Improve support processes and tools.
• Monitor KPIs (response time, CSAT, resolution).
• Act as a liaison between customers and internal teams.
• Report weak signals (dissatisfaction, blockers).

Connaissances

Customer support

Written communication

Multitasking

Client calls

Solutions mindset

Organized

Technical understanding

Outils

Intercom

Jira

Freshdesk

Description du poste

Jobtailor in Paris, France is seeking a dedicated customer support professional to handle inquiries, diagnose incidents, and guide users through the platform. You will collaborate with Product, Tech, and CSP to escalate issues and ensure swift resolutions.

The role emphasizes strong written communication, a solutions mindset, and the ability to manage multiple tasks while contributing to knowledge base improvements. Occasional training participation may be required.