Support Customer Care Specialist

Who are we

Signaturit Group is a software company that is revolutionizing the way people do business through secure digital transactions. With over 250 000 customers in more than 40 countries we provide electronic signature and digital identification solutions that allow users to sign over 78 million documents digitally.

We have offices in Spain and Paris working together to help companies of any size and sector with optimizing their administrative tasks related to document signing and digital communication.

Were recruiting in order to strengthen our French SupportCustomer Care Teams based in Paris.

In France Signaturit comprises 2 entities:

• VIALINK : our mission is to simplify and make our customers digital journeys more reliable and trustworthy with AI (Doc&Data Analysis ID Verification Digital Signature)
• Universign : a pureplayer in electronic signature timestamping and digital identity management today considered a leading expert in its market

Job description

TheSupport Customer Care Teams assist our clients with their problems in a responsive and high quality service.

They are responsible for responding to customer support tickets and various customer requests and for following up customer queries until they are resolved.

The Customer Care Support Teams interact with service providers (CSM PO IT) and others involved in supporting users of our solutions.

Responsibilities:

As part of an innovationoriented team you will be responsible for:

• Managing customer requests
• Handling support requests: You will handle level 1 to 3 tickets and follow them through to completion
• Reducing ticket processing time for example by making outgoing calls
• Focusing on Service Level Agreement mentioned in our customer contracts
• Tracking platform activity
• Analyzing error/warning logs sent by the platform
• Analyzing and reporting on support activity: You will analyze incidents and propose sustainable solutions
• Improving the service
• Being responsible for the quality of responses to customers generating as many responses as possible to satisfaction surveys
• Documentation: You will take part in the development of Helpdesk articles procedures and operating methods

You will be involved in handovers between the project team and the support team
You will be able to work on customer configurations and customisations.

• Contributing to the life of the support department: You will provide backup for the teams various workstations during absences

Hierarchy and interactions:

• Reports to the Customer support manager
• Interacts with Engineering Sales and Product.

What we offer:

• Fastgrowing company in an international environment
• Extra days off restauration card health and life insurance continous learning and training offered
• Hybrid home office
• Regular events to maintain a good atmosphere.
• A topnotch HR team

Required skills and knowledge

• 3 years higher education diploma in IT
• You have similar successful experience ( 2 years experience) as a user support technician with a software provider in SaaS industry
• You are familiar with ticketing tools: Zendesk/Jira
• You have knowledge of Salesforce SQL Splunk is a plus
• You haveability to analyze logs
• You have experience with Windows and Office 365 technologies
• You have a strong personal sense of organisation sense of service and excellent collaborative skills
• English is required (C1) Spanish is a plus (B2)
• Join the team that is building the European leader in trusted digital transactions! For more information visit our web site and follow us on Twitter.

Your recruitment process

If the feeling is right for you as it is for us youll meet :

• A member of the HR team 45 min
• The Customer Care Manager 1H
• Use case interview with the Support team 1h30 facetoface to discover our great premises and talk about the Support working environment!
• Clevel manager