Support Manager – Level 2

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

Résumé du poste

Jobtailor in Paris is seeking a customer-focused support specialist to handle level 1-2 tickets via email, phone, and a ticketing tool. You will analyze, classify, and prioritize issues, resolving standard cases with templated responses while guiding users to FAQs.

You will also investigate technical tickets using logs, databases, and diagnostic tools, escalating complex cases to Product and Tech teams when needed. Collaboration with the Head of Support and cross-functional teams is essential.

Qualifications

• Excellent oral and written communication in French and English.
• Great sense of service and customer focus.
• Curiosity and autonomy.
• Fluency in German, Spanish, or Italian is a plus.
• Knowledge of web technologies (browsers, development tools, SQL, JSON/REST, HTML/JavaScript; programming language).
• Ability to analyze logs, databases and diagnostic tools.
• Familiarity with Zendesk, ClickUp, Homer, PuTTY, and Pagent.
• Successful background check including identity, education, and employment history.

Responsabilités

• Handle level 1 and 2 support tickets via email, phone, and ticketing tool.
• Analyze, classify, and prioritize tickets using a methodical approach.
• Resolve standard cases using templated responses and FAQ redirection.
• Analyze technical tickets using logs, databases, and diagnostic tools.
• Escalate qualified issues to technical teams when necessary.
• Follow up on resolutions with clients in coordination with Product and Tech teams.
• Share knowledge with the team.
• Collaborate with the Head of Support and technical teams.

Connaissances

Bilingual FR/EN

Analytical skills

Autonomy

Curiosity

Customer service

Web tech knowledge

SQL

HTML/JavaScript

JSON/REST

Log analysis

Outils

Zendesk

ClickUp

Homer

PuTTY

Pagent

Description du poste

• Handle level 1 and 2 support tickets via email, phone, and ticketing tool


• Analyze, classify, and prioritize tickets using a methodical approach


• Resolve standard cases using templated responses and FAQ redirection


• Analyze technical tickets using logs, databases, and diagnostic tools


• Escalate qualified issues to technical teams when necessary


• Follow up on resolutions with clients in coordination with Product and Tech teams


• Share knowledge with the team


• Collaborate with the Head of Support and technical teams

Requirements

• Excellent oral and written communication skills in French and English


• Great sense of service


• Curiosity and autonomy


• Fluency in German, Spanish, or Italian is a valuable asset


• Knowledge of web technologies, including browsers and development tools, SQL, JSON/REST, HTML/JavaScript, and a programming language


• Ability to analyze logs, databases, and diagnostic tools


• Familiarity with Zendesk, ClickUp, Homer, PuTTY, and Pagent


• Successful background check, including identity, educational credentials, and previous employment history

Core Competencies

Demonstrates strong analytical skills in resolving support tickets and effectively communicates in both French and English. Proficient in web technologies and familiar with various support tools to enhance customer service.

Highest-signal resume keywords

• Bilingual Communication Skills


• Web Technologies Knowledge


• SQL Proficiency


• Zendesk Familiarity


• Analytical Skills

ATS Optimization Keywords

Hard Skills

• SQL


• HTML


• JavaScript


• JSON/REST


• Log Analysis


• Database Analysis


• Programming Language

Soft Skills

• Excellent Communication


• Great Sense of Service


• Curiosity


• Autonomy

Industry Keywords

• Level 1 Support


• Level 2 Support


• Ticketing Tool


• Technical Support


• Client Follow-Up

Tools & Technologies

• Zendesk


• ClickUp


• Homer


• PuTTY


• Pagent