Who we are…
YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.
We are looking for a motivated and dynamic Technical Customer Support Specialist to join our Customer Support team in London. This is an exciting opportunity for a positive individual who is driven by customer satisfaction and success, and wants to build a career in tech. As a Technical Customer Support Specialist, you will work directly with our customers to troubleshoot their technical issues and support them on a specific part of the solution/modules. You will help to solve the most complex problems in order to make the customers happy. You will work cross-functionally with many departments, especially our Customer Success, Customer Implementation, Product and Quality Assurance (QA) teams. We’re looking for someone who is bilingual in English and French.
Our Customer Support team is spread across the world with our Global Head of Support based in London, where you will be working. If you love to investigate and solve technical issues, customer care drives you, and you are passionate about the tech industry, this challenge is for you!
What you’ll do…
Help our customers to use the YOOBIC platform successfully to achieve their business goals
Respond to, troubleshoot or escalate all incoming support requests from our customers via email, video calls, chat or phone in a professional manner and according to our Service Level Agreements (SLA)
Communicate and keep our customers updated regularly with any relevant information and updates
Troubleshoot technical issues escalated by Customer Support team
Support end-users on complex issues and specific technical modules of our solutions (Image Recognition, SQL, API, SSO, AI features, Workflow,…)
Investigate web app issues with browser dev tools
Identify, reproduce and report bugs to our Product and QA teams to correct them
Assist in prioritising the resolution of bugs in collaboration with the Product and QA teams.
Be the advocate of the customer, and follow-up any open bug by taking into account client’s business impact
Ensure communication with customers around bug resolutions
Work closely with our Customer Implementation and Customer Success teams to provide support on technical issues and advocate for customers
Use our ends-users feedbacks to qualify needs, and suggest improvements to make our apps greater
Work to achieve the best Customer Satisfaction and be Customer Focused at all times
Proactively contribute to our internal tools, and the future success of Customer Support at YOOBIC
In charge of onboarding new joiners, and upskilling the Customer Support team
… and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!
What you have:
A genuine passion for building customer relationships and providing world-class support
A proactive approach with a positive attitude and a great team spirit
Excellent oral and written communication skills in your native and second language
Good interpersonal and organisational skills
Ability to work in teams or individually as and when required
Previous experience of minimum of 2 years in a Technical Support role
Passionate about start-ups, digital and new technologies
Knowledge about SaaS architecture
Hands-on experience with laptop with,mobile and network troubleshooting
Good knowledge in SQL database/querying, API testing, JSON, cURL format, BI with SSO and Mobile Device Management
Knowledge in HTML, CSS and Javascript is preferred
Advanced Excel skills including VLOOKUP, and data analysis.
Know how to use and investigate with browser dev tools (Network, Console, …)
You’re excited by the prospect of working in a scale-up and a fast-paced environment
Bilingual capability in French and English
QA methodologies and when to use it (A/B testing, Unit testing, Black Box testing)
We’d be particularly excited if you have…
Experience with ticket management systems such as Jira and Zendesk
Knowledge in Image Recognition, Deep Learning, and AI features
What we offer...
- 33 days annual leave (including bank holidays)
- Scottish Widow Pension scheme
- Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
- Simplyhealth cash plan (includes dental and vision coverage)
- Healthy Mind EAP
- Short Term and Long Term disability coverage
- Life Assurance
- Critical Illness coverage
- Enhanced parental leave
- Team events including weekly breakfast, gourmet lunches and lots of social events
- Weekly free online HIIT sessions + gym discounts
- Regular training and coaching to make you even better in your role
We are an equal opportunity employer that values diversity and inclusion. We are committed to equal employment opportunities and we want to ensure that our recruitment process is accessible to everyone. If you have a disability or additional need that requires reasonable accommodations during the process please do not hesitate to let us know. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
