Customer Support Officer Professional

Your Littlebig responsibilities

• Become the platform expert and be the point of contact to a wide range of customer users globally
• Daily assist the users of the platform by chat, mail or call on level 1 and level 2 requests
• Escalating level 3 request and follow-up of the incident resolution
• Collaborate internally with business, IT and finance team on problem solving
• Train your client's staff and their selected partners to use our services and platform by organizing webinars, individual training sessions, day-to-day support and any other good idea!
• Contribute to the improvement of our technical platform and services
• Gathering and escalating most common assistance request to the product development team so as to improve the platform overall
• Contribute to the account management strategy in performing analysis of the received request and customer habits

Candidate Profile

• Prior experience in support and customer success (strong plus for digital products or services)
• Graduate in Communication, Management, IT or Business or similar studies
• You have at least 1 year of prior experience in Administration, Customer Service or Support or Project Management and a good interest for digital products and the digital industry
• Ability to tackle complexity and to pay attention to details
• Excellent communication skills: good communicator, innovative, customer service oriented, proactive and responsive
• Problem-solving skills
• Being curious and eager to learn from scratch the functionalities of a SaaS product
• Fluency in French and English, both spoken and written (Mandatory - other language is a plus)
• Ability to work in a team and autonomously