Product Support Specialist

Drooms; Paris; Hybride; EUR 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Private health insurance

NaviGo card

30 days annual leave

Flexible working hours

Mobile working

Employee health initiatives

Long service awards

Special leave days

Birthday treats

Annual company parties

Résumé du poste

Drooms is seeking a Product Support Specialist to assist international customers through the lifecycle of confidential data room projects. You will provide technical support, onboarding, and training, working with Sales, Product, and Customer Operations to ensure a seamless experience.

You’ll need 2+ years in customer support, fluency in French and English, and a strong technical aptitude. The role supports hybrid working arrangements in France and offers local benefits.

Qualifications

• 2+ years in a customer support role, preferably within a SaaS company.
• Project management experience would be an advantage.
• Native-level French and fluent English, written and spoken.
• Strong technical aptitude with quick learning of software and systems.

Responsabilités

• 1st and 2nd level user support via telephone, email, and chat.
• Handle technical inquiries related to applications, access management, and security settings.
• Plan and execute confidential data room projects and oversee lifecycles.
• Onboarding and training: web and in-house sessions for customers.
• Document management: prepare/upload documents, manage permissions.
• Contribute to KPIs and regular reporting activities.
• Collaborate with Sales, Product, and Customer Operations for alignment.

Connaissances

Customer support

SaaS experience

French native

English fluent

Project coordination

Outils

Firewalls

Description du poste

We’re looking for a customer-focused and technically minded Product Support Specialist to support our international customers throughout the lifecycle of confidential data room projects.

You’ll work closely with customers as well as Sales, Product, and Customer Operations teams, providing technical support, project coordination, onboarding, and training to ensure a seamless customer experience.

Your Tasks

• 1st and second level user support via telephone, email, and chat
• Handle technical customer inquiries related to applications, access management, security settings, and similar topics
• Planning and execution of confidential data room projects. Oversee project lifecycles to ensure timely delivery and a high-quality customer experience
• Onboarding & Training: Web and in-house training, ensuring customers have a comprehensive understanding of our products and services
• Document Management: Prepare and upload confidential documents, create indices, and manage user permissions
• Contribute to achieving departmental KPIs and support regular reporting activities
• Collaborate closely with Sales, Product, and Customer Operations teams to ensure strategic and operational alignment and seamless customer experiences

Your Profile

• 2+ years of experience in a customer support role, preferably within a SaaS company. Project management experience would be an advantage
• Native-level or professional proficiency in French, and fluent command of English, both spoken and written
• Strong technical aptitude, with the ability to quickly learn new software and systems. Experience with firewalls and other related applications would be beneficial
• Excellent customer service skills, with a focus on providing prompt and effective support
• Strong communication skills, with the ability to convey complex information in a clear and concise manner
• Ability to work effectively as part of a team, providing support to colleagues as needed

In addition to our committed support of our employees, our diverse, fun and inclusive workplace as well as individual onboarding program, we offer a variety of local benefits and learning opportunities. The following benefits are offered to our employees working in France:

• Private health insurance
• NaviGo card
• 30 days of annual leave plus bank holidays
• Flexible working hours and mobile working
• Employee health initiatives
• Long service awards
• Special leave days
• Birthday treats
• After work events and annual company parties

Why Drooms?

Your Success is Our Priority: From day one, Drooms is committed to your success. Our comprehensive onboarding and training program is tailored specifically for this role, ensuring you hit the ground running with confidence.

We want to continue to build on our strengths. Do you want to contribute and develop your strengths with us? Join us and play an active role in shaping the positive future of Drooms!

We believe in equal opportunities for all and welcome diverse backgrounds and perspectives at Drooms. This role is open to applicants of all genders.