Product Support Specialist (f/m/d)

Drooms GmbH; Paris; Hybride; EUR 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Private health insurance

Lunch voucher

NaviGo card

30 days annual leave plus bank hols

Flexible working hours

Employee health initiatives

Long service awards

Special leave days

Birthday treats

After work events and company parties

Résumé du poste

Drooms is seeking a customer-focused Product Support Specialist to assist international clients through confidential data room projects. You will partner with Sales, Product, and Customer Operations to provide technical support, onboarding, and training for a seamless customer experience.

Requirements include 2+ years in customer support within SaaS, native French and fluent English, strong technical aptitude, and excellent communication.

Qualifications

• 2+ years in a customer support role, SaaS experience preferred.
• Native-level French and fluent English.
• Strong technical aptitude and quick learning of new software.
• Experience with firewalls or related security tools is beneficial.
• Excellent customer service and communication skills.

Responsabilités

• 1st and 2nd level 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 lifecycles for timely delivery and quality.
• Onboarding and training: web and in-house sessions to ensure product understanding.
• Document management: prepare/upload confidential documents, create indices, manage user permissions.
• Contribute to departmental KPIs and support regular reporting activities.
• Collaborate with Sales, Product, and Customer Operations teams for alignment.

Connaissances

2+ years in customer support

French native

English fluent

Strong communication

Team collaboration

Technical aptitude

Outils

Firewalls experience

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.

• 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 Tasks

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.

• 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 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

Our Benefits

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
• Lunch voucher
• 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

Contact

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.

About us

With almost 200 people hailing from 34 different countries we offer the flexibility of a midsized company coupled with the multicultural work environment of a global tech company. Despite us being spread across 8 locations we are one big team, passionate about helping our clients work smarter, focused on boosting productivity, and forever invested in our people.

What we do

Drooms allows for the transparent, efficient and secure management of confidential business processes such as commercial real estate transactions, mergers and acquisitions, NPL transactions and board communications.

Drooms’ clients include the world's leading real estate companies, consulting and law firms and corporations such as METRO GROUP, Evonik, Morgan Stanley, JLL, JP Morgan, CBRE, Rewe and UBS.

With nearly 110 employees at our main office in Frankfurt as well as around 70 colleagues in our European locations, Drooms employs people hailing from 34 different nations.