Technical Customer Support Specialist

at  Yoobic

WHO WE ARE…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.
We are looking for a motivated and dynamic Technical Customer Support Specialist to join our Customer Support team in London. This is an exciting opportunity for a positive individual who is driven by customer satisfaction and success, and wants to build a career in tech. As a Technical Customer Support Specialist, you will work directly with our customers to troubleshoot their technical issues and support them on a specific part of the solution/modules. You will help to solve the most complex problems in order to make the customers happy. You will work cross-functionally with many departments, especially our Customer Success, Customer Implementation, Product and Quality Assurance (QA) teams. We’re looking for someone who is bilingual in English and French.
Our Customer Support team is spread across the world with our Global Head of Support based in London, where you will be working. If you love to investigate and solve technical issues, customer care drives you, and you are passionate about the tech industry, this challenge is for you!

What you’ll do…

• Help our customers to use the YOOBIC platform successfully to achieve their business goals
• Respond to, troubleshoot or escalate all incoming support requests from our customers via email, video calls, chat or phone in a professional manner and according to our Service Level Agreements (SLA)
• Communicate and keep our customers updated regularly with any relevant information and updates
• Troubleshoot technical issues escalated by Customer Support team
• Support end-users on complex issues and specific technical modules of our solutions (Image Recognition, SQL, API, SSO, AI features, Workflow,…)
• Investigate web app issues with browser dev tools
• Identify, reproduce and report bugs to our Product and QA teams to correct them
• Assist in prioritising the resolution of bugs in collaboration with the Product and QA teams.
• Be the advocate of the customer, and follow-up any open bug by taking into account client’s business impact
• Ensure communication with customers around bug resolutions
• Work closely with our Customer Implementation and Customer Success teams to provide support on technical issues and advocate for customers
• Use our ends-users feedbacks to qualify needs, and suggest improvements to make our apps greater
• Work to achieve the best Customer Satisfaction and be Customer Focused at all times
• Proactively contribute to our internal tools, and the future success of Customer Support at YOOBIC
• In charge of onboarding new joiners, and upskilling the Customer Support team
• … and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!

What you have:

• A genuine passion for building customer relationships and providing world-class support
• A proactive approach with a positive attitude and a great team spirit
• Excellent oral and written communication skills in your native and second language
• Good interpersonal and organisational skills
• Ability to work in teams or individually as and when required
• Previous experience of minimum of 2 years in a Technical Support role
• Passionate about start-ups, digital and new technologies
• Knowledge about SaaS architecture
• Hands-on experience with laptop with,mobile and network troubleshooting
• Good knowledge in SQL database/querying, API testing, JSON, cURL format, BI with SSO and Mobile Device Management
• Knowledge in HTML, CSS and Javascript is preferred
• Advanced Excel skills including VLOOKUP, and data analysis.
• Know how to use and investigate with browser dev tools (Network, Console, …)
• You’re excited by the prospect of working in a scale-up and a fast-paced environment
• Bilingual capability in French and English
• QA methodologies and when to use it (A/B testing, Unit testing, Black Box testing)

We’d be particularly excited if you have…

• Experience with ticket management systems such as Jira and Zendesk
• Knowledge in Image Recognition, Deep Learning, and AI features

• Help our customers to use the YOOBIC platform successfully to achieve their business goals
• Respond to, troubleshoot or escalate all incoming support requests from our customers via email, video calls, chat or phone in a professional manner and according to our Service Level Agreements (SLA)
• Communicate and keep our customers updated regularly with any relevant information and updates
• Troubleshoot technical issues escalated by Customer Support team
• Support end-users on complex issues and specific technical modules of our solutions (Image Recognition, SQL, API, SSO, AI features, Workflow,…)
• Investigate web app issues with browser dev tools
• Identify, reproduce and report bugs to our Product and QA teams to correct them
• Assist in prioritising the resolution of bugs in collaboration with the Product and QA teams.
• Be the advocate of the customer, and follow-up any open bug by taking into account client’s business impact
• Ensure communication with customers around bug resolutions
• Work closely with our Customer Implementation and Customer Success teams to provide support on technical issues and advocate for customers
• Use our ends-users feedbacks to qualify needs, and suggest improvements to make our apps greater
• Work to achieve the best Customer Satisfaction and be Customer Focused at all times
• Proactively contribute to our internal tools, and the future success of Customer Support at YOOBIC
• In charge of onboarding new joiners, and upskilling the Customer Support team
• … and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed