Technical Support Specialist - full remote

Join our team as a Technical Support Specialist and contribute to a cutting-edge AI SaaS product in a seasoned team environment.

This role is pivotal in fostering excellent customer relationships and ensuring the smooth operation of our services by coordinating interactions externally (with users) and internally within the Batvoice team.

The position combines tasks with a strong orientation towards product innovation and customer interaction and offers rapid advancement opportunities towards Customer Success Management, Project Management and Product Management roles.

Your missions:

Customer Support and Service

Prompt and educational responses to inquiries via chat, email, and phone, maintaining the platform’s status page, and proactive communication through banners (Intercom). End-to-end ticket management: coordinating with users and technical teams to ensure SLAs are met and drafting post-mortem reports. Enhancing user engagement by managing educational content (FAQs, Help Center, tutorials), hosting webinars, demos, and onboarding workshops. Driving continuous operational improvement by leveraging user feedback and best practices to propose and implement efficiency enhancements.

Project Management Assistance

Proactive coordination with stakeholders through clear communication channels and daily interactions for effective project tracking. Operational and contractual monitoring: keeping clients and users informed about completed and upcoming actions, new features, and configurations, and tracking KPIs with visual presentations to facilitate understanding.

Technical Maintenance and Quality Assurance (QA)

Creating and maintaining workbooks/testbooks to automate debugging processes. Overseeing QA sessions before releases and throughout the product lifecycle. Maintaining technical documentation for development teams. Escalating issues to technical teams and prioritizing critical problems. Crisis management to respond quickly and minimize customer impact.

Contract:

Type of Contract: Long-term Contract / Contrat à Durée Indéterminée (CDI) Working Time: 39 hours per week Work schedule: 9:00 AM to 12:30 PM and from 2:00 PM to 6:30 PM & Friday: from 9:00 AM to 12:30 PM and from 2:00 PM to 5:30 PM Office Location: full remote Start date: 01/07/2024