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At SendinBlue we serve more than 100,000 clients in 6 different languages all over the world. As a Tech Support Analyst you'll be responsible for making sure they get the best help possible when they face technical challenges.
Responsibilities :
- Analyse and fix technical issues reported by the Customer Care Team (level 1)
- Set and monitor the SLAs (response time, quality of the answers etc)
- Provide the right tools and create the process to ensure the best quality Tech Support
- Work with the Technical Managers and the Product Owners to categorise and prioritise the tech tickets
- Work with the tech team to track status of product fixes, feature requests, and provide consolidated updates to the customers
- Actively work with the other Tech Support Team members, discuss the feedbacks and drive improvements in the current process
- Be the point of Escalation for the Customer Care to report concerns on support quality or timelines, or for critical issues needing immediate attention
Required Skills :
- Bachelor's degree in Computer Science, Engineering or a related field with 3-5 years of experience in SaaS products
- Empathy for our clients and ownership in solving their issues
- Excellence in bug troubleshooting
- KPIs and SLA management
- In-depth knowledge of customer service principles and practices is a must
- Clear reporting to the senior leadership
- Technical background in L2/L3 application support during the SDLC phase and strong understanding of the pre-prod, roll-out phases prior to taking up management role
- Very good english and strong communication skills, as well as a dedicated work ethics are a must
click here to apply
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