Technical Support Specialist H/F Lengow

Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Support team is made up of around twenty people of all nationalities. Divided in several teams (functional or technical), the technical support team is responsible for providing technical assistance or solutions to customers encountering issues with our software. The team works closely with developers to diagnose problems and enhance software performance. Our objective is to ensure a seamless and satisfying customer experience while maintaining a high level of user satisfaction and loyalty.

In this context, We are looking for a Technical Support Specialist.

Provide assistance and guidance to customers or users facing technical issues with products or services. Technical support professionals aim to troubleshoot and resolve problems promptly, ensuring customer satisfaction and enhancing the overall user experience. Their role is essential in maintaining a positive relationship between the company and its clients, fostering trust and loyalty.

Your main tasks will be as follows :

- Respond to functional and technical support requests in a considerate, accurate, timely and qualitative manner,
- Coordinate the technical qualification of bugs and escalate it to our developers : Reproduce, qualify and write summaries of the various incidents,
- Manage emergency situations by coordinating client communication and working with our development team,
- Communicate new features requests to our product team,
- Suggest customer documentation updates or creation in order to reduce the need for assistance.

Objectives:

After 1 month:

- Acquire an in-depth knowledge of our products and services and be able to provide basic technical assistance to customers.
- Efficiently handle at least 50% of the simple technical support requests autonomously.

After 3 months:

- Receive positive feedback from customers regarding the quality and speed of technical support.
- Be capable of conducting phone meetings to discuss customer issues.

After 6 months:

- Be able to handle any type of request.
- Train new members of the technical support team.
- Be capable of managing external and internal communication during crisis situations.
- Contribute to the creation or maintenance of technical documentation.
- Actively participate in team meetings to propose ideas for improving support processes.

` Hiring Process :

- HR interview with Alexandre our Talent Acquisition Manager
- Manager interview with Paula (Technical Support manager) and Sophie (Head of support).
- Technical test with Paula
- References and Job offer