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Technical Support Specialist

Technical Support Specialist
Posted
Nov 25

Job description

Being part of the product team, you will be integrated into a squad. You'll work closely with a Product Manager, developers, and the Customer Experience team.

 

Missions

In this role, you will be responsible for:

  • Reproduce bugs reported by customers
  • Manage bugs backlog and priorization
  • Test fixes made by engineers
  • Handle technical questions escalated by the Customer Experience Team
  • Monitor the SLAs (resolution time, etc.)
  • Work closely engineers and PMs ...Read more

Job description

Being part of the product team, you will be integrated into a squad. You'll work closely with a Product Manager, developers, and the Customer Experience team.

 

Missions

In this role, you will be responsible for:

  • Reproduce bugs reported by customers
  • Manage bugs backlog and priorization
  • Test fixes made by engineers
  • Handle technical questions escalated by the Customer Experience Team
  • Monitor the SLAs (resolution time, etc.)
  • Work closely engineers and PMs to identify and mitigate risks in upcoming features
  • Create and maintain internal documentation for recurrent issues
  • Train the Customer Experience Team about technical issues

 

Job requirements

For this Technical Support Specialist role, we are looking for someone with the following experience:

  • Previous experience on a Technical Support role in a tech company
  • Experience with ticket management systems such as Jira
  • Very good English and communication skills (French is a plus)
  • Knowledge in SQL is a plus
  • Knowledge in video and audio streaming is a plus
  • Knowledge in web technologies is a plus

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

 

Benefits

  • 🥙 Eat well: You get a monthly stipen of restaurant tickets for the amount of 9€ per workday (Swile, ex Lunchr) covered at 50%, or the equivalent for non-France residents. Hot and cold drinks, fruits and snacks are available in our Paris office.
  • 🌍 Have flexibility: We offer flexible working hours, and stipends for coworking spaces and home-office materials.
  • 🚲 Be reimbursed for transportation: **** Personal transportation costs can be reimbursed up to 400€ per year with the "Forfait mobilité durable". Costs to come to the home office are paid according to a package.
  • 🎉 Spend time together for special events: We host monthly afterworks, activities on and off site, and team offsites twice a year. We have team meetups at the office once a quarter.
  • 🏃‍♂️ Enjoy leisure activities thanks to our CSE: Sports or cultural activities are covered, and preferential rates via Leeto.
  • ⚖️ Benefit from equity packages.
  • And of course, from all the essentials : 💊 Quality health insurance (Alan Green ou Blue), and Provident (Swisslife), 🚂 50% of the transport subscription is paid by Livestorm, and everything necessary for your daily life (goodies, supplies, resources...) is provided.
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