Technical Support Specialist (French speaking)

Key Responsibilities

• Working in tandem with SupportOps leadership to identify operational gaps and predict possible downtime or contributors to SLA breach 
• Assisting with the design, development, rollout and maintenance of support tooling and workflows within support domain
• Onboarding teams and customers to SupportOps services as well as maintaining training and knowledge sharing for support domain
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Drives other teams as needed.
• Advocate on behalf of the customer and collaborate with internal teams to identify Customer experience, service, product and process improvements that enhance and support EIS’s value proposition and customer engagement.
• Act as incident commander and guide on-call resources to provide timely workarounds and issue resolution

Skills, Knowledge & Expertise

• 3 years of Technical Help Desk, Technical Support, Application Support, Production Support or related title of SaaS or complex software application or CRM solutions.
• Languages : English and French
• Experience consuming and resolving work through ticketing systems.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Exceptional level of ownership, dependability, and accountability.
• Possesses a hunger for knowledge - always wants to learn more and do better.
• Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
• Collaborates easily across teams or disciplines to solve problems.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)

• Bring your experience with the admin side of the Support tech stack or related tools. We use Jira, JSM, EazyBi, Datadog and similar tools/technologies. Bonus points if you’ve started a trial and know the basics. 
• Experience supporting users in a mixed OS environment with strong experience with Windows and macOS management
• Basic TCP/IP , OSI, VPN, RDP  and other networking technologies knowledge helpful
• Experience with Google Workplace, Slack, EazyBi, Nuacom and Atlassian products is a plus.

Job Benefits

• Work with top talent and great colleagues who are industry and technology experts. Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
• We are a global and modern software product company building world-class Enterprise InsurtTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery)
• We work with the newest Apple Macbooks
• We offer freedom - build from building your career path through development programs and exciting global mobility opportunities (we have a global culture)

• Homeworking Equipment
• Mobile phone/internet coverage

• Health Insurance for you and your dependents - eligible immediately upon joining EIS
• Sport - Optional choice in Health insurance package
• Pension on a Group Pension Scheme Basis