Technical Support Specialist - French Market Job at Brevo
Collaboration and innovation, while staying humbly open are at the root of our identity. At Brevo, we are a growing and diverse team with offices across France, India, Germany, Austria, US/Canada, and more. Headquartered in Paris, Brevo is the European leader in Customer Experience Stack.
Our service provides the ultimate CRM suite: email, SMS, Facebook ads, chat, and more in one single platform.
Our mission is to empower organizations with the tools they need to build strong customer relationships while driving long-term success.
As the recipient of 2022 Best in Biz SMBs and 2023 Built In Best Places to Work awards, we truly value creating a space where our team members and clients feel that they are heard and respected. If you’re looking for a fast-paced and exciting environment where your potential for growth and development is unlimited, then we look forward to meeting you soon!
Main Mission:
Within the international Customer Experience team, you will be the preferred intermediary of our Enterprise accounts by helping in the diagnosis and resolution of their technical problems.
As a Technical Support Specialist, you will help the client to achieve a seamless experience with our platform to make them entirely satisfied and to ensure retention and upsells.
As a Technical Support Specialist, you will:
- Be an advisor for our clients
- Strive to provide all customers with outstanding customer experience
- Develop your proactivity to anticipate and exceed customers’ expectations
- Identify knowledge missing to make customers autonomous and reduce the number of cases
- Work closely with all the Brevo departments and especially with the CSM team
- Be knowledgeable and engaged to be part of client retention and upsells
- Improve our processes to develop the customer satisfaction
Address challenging customers with their technical topics- Diagnose, report, follow, and resolve system, clients, and operational issues that impact
- Prioritize, troubleshoot, and build a response plan on issues relating to our platform
- Communicate efficiently on issues through email, tickets, and phone
- Organize meetings when need be with the customers
- Handle topics that require escalation outside of the department (Product, Tech, Sales…)
- Participate in bug resolution (ticket creation, testing, follow-up) with the technical teams
- Monitor the main KPIs (CSAT, 1st response time,…) and make them progress
- Be confident with multiple tickets management simultaneously
Develop your technical knowledge- Grow client relations and work closely with the Tech team to identify bugs
- Work independently to master emailing best practices, as well as our platform and the tools we offer customers
- Develop familiarity with technical aspects of email marketing (DNS record creation/modification, email-friendly HTML, and the Brevo API)
What will contribute to your success:
- Autonomy, curiosity and investigation are key in this position
- Excellent proficiency in English and French
- At least 2+ years experience in Customer Service, or Technical Account Manager preferably in a SaaS company
- Advanced knowledge in technical troubleshooting and APIs
- Strong ability to understand, manage, follow and drive customers’ needs and strategy
- Excellent presentation, written and oral communication skills
- Ability to resolve issues and collaborate with all departments
- Aptitude to explain in an easy way really technical topics
What we offer:
- Hybrid/full remote work options
- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- The chance to grow your professional and technical skills, with real room for career progression
- SIBOP: all Brevo employees are granted our shared ownership plan - the more Brevo will be valuated, the more you will get
- Budget to support your workspace at home
- Monthly Lunch Stipend
- Optional RRSP plan
- Optional health insurance package
- Paid time off and paid holidays
- Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
- A modern office in a central location with free snacks/drinks and fun activities!
- Team events
- ..and more!
Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.
Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.
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