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- Customer Support: Provide exceptional L1 functional and technical support to ensure customers are comfortable using the Hackuity solution.
- Incident Management: Diagnose, resolve, and track incidents to maintain service excellence.
- Troubleshooting: Address and resolve technical issues remotely or onsite.
- Traceability: Ensure the traceability of actions in the incident management tool
- Documentation: Develop and maintain technical documentation to assist both internal teams and customers.
- Collaboration with R&D: Identify new features and platform improvements, contribute to design specifications, and support development teams.
- Supervision of support activity (incident management and prioritization, reporting, continuous improvement).
- Bachelor’s or master’s degree in computer science, Engineering or a related field
- Between 3 and 8 years of IT support experience
- Strong team player with a curious, analytical mind, rigorous, demanding, and structured approach
- Experience with customer support tools such as Zendesk
- Excellent verbal, written communication and presentation skills in English
- Confident and skillful listening skills
- Collaborative mindset with the ability to work across cultures and time zones
- Understanding of how technology platforms operate.
- Understanding of what support is in a B2B SAAS company.
- Proficiency in an ASEAN local language apart from English (e.g., Mandarin, Bahasa/Malay, Thai, or Vietnamese) is a plus.
- Proficiency in scripting language (Python) and webservices API is a plus.
- Possible part-remote work or full remote/work from home
- Opportunities to work on cutting-edge technologies
- A company that is immersed in the cyberculture
- Technical referents who listen and care about the quality of the projects carried out
- Flexible working hours
- High-quality offices in an ideal location
- A team of 40 professionals based in Lyon, Paris, and Singapore
- Serving around 50 subscribed clients
- Backed by a €12 million funding round in March 2022
- Customer Support: Provide exceptional L1 functional and technical support to ensure customers are comfortable using the Hackuity solution.
- Incident Management: Diagnose, resolve, and track incidents to maintain service excellence.
- Troubleshooting: Address and resolve technical issues remotely or onsite.
- Traceability: Ensure the traceability of actions in the incident management tool
- Documentation: Develop and maintain technical documentation to assist both internal teams and customers.
- Collaboration with R&D: Identify new features and platform improvements, contribute to design specifications, and support development teams.
- Supervision of support activity (incident management and prioritization, reporting, continuous improvement).
- Bachelor’s or master’s degree in computer science, Engineering or a related field
- Between 3 and 8 years of IT support experience
- Strong team player with a curious, analytical mind, rigorous, demanding, and structured approach
- Experience with customer support tools such as Zendesk
- Excellent verbal, written communication and presentation skills in English
- Confident and skillful listening skills
- Collaborative mindset with the ability to work across cultures and time zones
- Understanding of how technology platforms operate.
- Understanding of what support is in a B2B SAAS company.
- Proficiency in an ASEAN local language apart from English (e.g., Mandarin, Bahasa/Malay, Thai, or Vietnamese) is a plus.
- Proficiency in scripting language (Python) and webservices API is a plus.
- Possible part-remote work or full remote/work from home
- Opportunities to work on cutting-edge technologies
- A company that is immersed in the cyberculture
- Technical referents who listen and care about the quality of the projects carried out
- Flexible working hours
- High-quality offices in an ideal location
- A team of 40 professionals based in Lyon, Paris, and Singapore
- Serving around 50 subscribed clients
- Backed by a €12 million funding round in March 2022