Customer Technical Support Specialist (B2C)
Dashlane 75018 Paris, France
The Customer Technical Support Specialist will report to the Paris User Support Manager and will be addressing our customers’ technical needs and concerns. Thanks to a strong understanding of the Dashlane product, you will answer questions, troubleshoot technical issues and address outstanding concerns.Your technical skills and experience in tech support will help you to provide simple solutions to our users even when it comes to complex issues. You will be responsible for working with customers via our ticketing system as well as assisting with ticket escalations from Level 1 User Support Agents as needed. You will be the voice of our customer when we make product decisions working closely with our Development, Product, and QA teams.
At Dashlane you will: Serve as technical expert for the B2C support team Provide technical customer service assistance to our Level 1 User Support Agents Provide support through a wide range of channels, including but not limited to: email, chat, social media, and phone according to SLA Answer requests and troubleshoot issues by reproducing Investigate issues using logs and monitoring tools Escalate technical issues that you cannot solve to development team for further investigation and raise bugs Work closely with Product and Development team to communicate appropriate temporary workarounds when necessary Provide Support reports about major technical issues Update/create content for our internal knowledge base and our help center (article, videos) Provide technical training to other team members and build an internal technical product knowledge database to leverage the team's productivity You have: 1-3 years providing technical customer support, preferably for a software company Fluency in English and French Experience using Zendesk or other ticketing systems Experience working with developers/engineers and QA teams Experience supporting both Windows and macOS X environments as well as Android and IOS Experience in troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions You are the type of person who: Is eager to not only help, but exceed our customers’ expectations Communicates clearly and effectively (written and verbal) Enjoys working and collaborating with other team members Can make on-the-spot decisions with minimal guidance Likes troubleshooting and testing Is process-driven Is comfortable with new technology