Technical Support Agent

3 days ago

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360Learning

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Education • Productivity • SaaS

360Learning is a company that provides an online learning platform designed to facilitate collaborative learning in organizations. Their platform focuses on empowering L&D professionals to drive culture and learning initiatives through the use of social and collaborative tools. 360Learning aims to improve employee engagement and productivity by promoting a learning culture.

201 - 500 employees

Founded 2013

📚 Education

⚡ Productivity

☁️ SaaS

💰 $200M Private Equity Round on 2021-10

📋 Description

• Respond to all inquiries from our French- and English-speaking customers via email. • Work independently, with performance assessed by measurable results. • Follow style guidelines while adding a personal touch. • Ensure customer satisfaction and meet KPIs and SLAs. • Identify and document bugs and coordinate resolution with the R&D team. • Contribute to improving the support process. • Serve as a dedicated agent for high-value customers.

🎯 Requirements

• 3+ years of experience in a technical support role, preferably in a B2B SaaS environment, or a bachelor’s degree in Information Technology, Computer Science, or a related field. • Passion for learning and the ability to translate complex technical information into clear, engaging, and easy-to-understand instructions with a client-centric mindset. • Proficient with a range of troubleshooting tools and concepts. • Strong problem-solving skills and an investigative mindset. • Able to work under pressure and adapt to a fast-changing environment (multitasking, prioritization). • Basic knowledge of SQL for querying databases and resolving data-related issues. • Experience with ticketing systems (e.g., Zendesk), monitoring/service applications (e.g., Datadog), and a basic understanding of HTTP APIs. • Fluent in French and English (US/UK). • Ideally B2 level or equivalent in German. • Enthusiasm for our working environment explained here: Convexity

🏖️ Benefits

• Work-from-home stipend • RTT (additional time-off days) • Lunch vouchers • Medical insurance • Gym membership • 1 month parental leave for the second parent • Flexible hours • Fully remote work possible anywhere in France • Diversity, Equity, and Inclusion: We have six active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as part of the group, increasing visibility and enabling a quick path to impact. • Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter • Culture: A framework that will help you make an impact - learn about our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC