Customer Support Specialist

Customer Support Specialist

Experience

2-5 Years

Employment type

Full time - Hybrid

A major player for 20 years in the critical communications market, STREAMWIDE has successfully developed its Team on mission (mission critical) and Team on the run (business critical) software solutions for administrations and businesses. These solutions for smartphones and PCs, offered in a SaaS model or on Premise, benefit from numerous functionalities such as the multimedia group discussions, VoIP, push-to-talk (MCPTT and MCx new generation 4G / 5G LTE), geolocation, digitization and automation of business processes. These innovative solutions meet the growing needs for digital transformation and real-time coordination of interventions. They allow field teams to transform individual contributions into collective successes and to act as one in the most demanding professional environments.

STREAMWIDE is also present on the Value-Added Services software market for telecom operators (visual voice messaging, billing and charging of calls in real time, interactive voice servers, applications and announcements) with more than 130 million end users all over the world.

Based in France and present in Europe, USA, Asia and Africa, STREAMWIDE is listed on Euronext Growth (Paris) - ALSTW FR

For more information, and visit our pages on LinkedIn StreamWIDE and Twitter StreamWIDE.

We are seeking a self-driven Customer Support Specialist passionate in troubleshooting, problem solving, proposing solutions to customer challenges, and ensuring the best customer experience with our product.

Required Skills:

• Bachelor's Degree and minimum 2 years of customer support experience in a software company
• Ability to propose functional solutions to customer problems in order to improve their user experience
• Bold, ambitious and tenacious personality, with excellent tracking, monitoring and follow-up skills
• Strong troubleshooting/debugging skills and passion for problem solving and investigation
• Excellent verbal and written communication skills.

Key Responsibilities:

• Handle enhancement tickets coming from internal and external customers regarding the product, within SLA, for our desktop, Android and iOS apps.
• Take end-to-end ownership of our customer tickets following our internal process.
• Ensure commitments received from the Product Owners are followed and all stakeholders are informed of all the changes made that affect them.
• Test and troubleshoot the enhancement/functional design issues reported by customers and provide the results to the Product Owners or technical team.
• Propose solutions to address the functionality challenges reported by customers.
• Manage interactions with Product Owners to make sure planning is provided for the ticket, and that the time commitment is followed.
• Provide training to customers on product features when needed.
• Create periodical reports, statistics and documentation related to customer support when needed.
• Perform security scans on a regular basis.
• Perform regular checks on monitoring platforms such as Centreon to proactively identify issues.
• Participate in an on-call roster.
• Escalate issues to the supervisor when needed.

Ideal Candidate Profile:

• Be proactive in nature, provide answers as well as solutions to complex customer inquiries for US customers.
• Excellent ability to communicate with customers by phone and in writing
• Bold, ambitious and tenacious personality, with excellent tracking, monitoring and follow-up skills
• Meticulous, organized and very attentive to details
• Ability to work independently but also work in a team environment, share information and processes
• Experience in a Customer Service role concerning software products for desktop and mobile apps (Android/iOS)
• Analytical, proactive, problem solving, positive attitude
• Ability to work under pressure and with tight deadlines

Technical Skills Needed:

• Proficient with Android and iPhone devices.
• Proficient with Windows and Microsoft Office Applications.
• Familiarity with Linux is a plus.
• Experience with customer ticketing systems, particularly Jira and Zendesk, is preferred.
• Willingness to learn new technologies.

Industry

• Telecommunications

Employment Type

Full-time

Edit job description