This opportunity is based in Paris

Customer Assistance- Senior Specialist

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Secutix has a ‘customer-first’ strategy that includes Customer Success, Professional Services and Support.

 

Being a successful Cloud Computing company, SecuTix understands the importance of developing its greatest asset – its people.

That is why, as we are growing our customer portfolio, SecuTix is now expanding its Customer Success team. Within the market we have roles delivering market leadership, Sales, Professional Services and Customer Support & Success.

 

We are looking for a qualified individual to join our Customer Success team to support our customers in change management and to foster the adoption of our solution by providing high-quality and personalized assistance.

In this role

You’ll be responsible for:

  • Providing assistance to our customers in solution configuration and use
  • Meeting pre-defined SLAs ensuring a customer’s request has been fully resolved to their satisfaction
  • Following incident management processes to co-ordinate customer requests with the appropriate resolver group where required
  • Managing communications with the customer and keeping them informed on progress
  • Contributing to the online knowledge base
  • Delivering professional services related to ticketing configuration and/or data import
  • Providing on-duty cover which can include outside business hours, weekends and bank holidays
  • Reporting and escalating to management as needed

What we offer

  • A stimulating and professional working environment in a dynamic team with extensive expertise
  • Exciting projects using the latest technologies
  • Flat organizational hierarchies and cross-functional teamwork
  • Close contact with customers in the creative, sports and entertainment industries
  • A supportive culture with excellent opportunities for professional and personal training and development
  • Principal office located in Paris, remote working offered (2 days per week)

About your profile

  • At least 3 years’ relevant experience, ideally in the ticketing industry
  • Hands-on experience with SaaS products
  • Ability to write SQL queries: manipulating and managing databases
  • Basic knowledge of HTML, CSS, Java, Javascript and/or Google tag Manager
  • Expertise working with a CRM system (e.g Salesforce)
  • Ability to build and maintain excellent relationships with customers and colleagues
  • Strong written and verbal presentation skills are essential
  • Strong critical-thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met
  • Resourceful and creative when solving problems and developing ideas
  • Ability to learn technology quickly and easily, including new applications and tools
  • Proficiency to work with technical logs, by using Kibana or equivalent tool
  • Curious and passionate about learning new skills and subjects
  • Agility, a strong sense of commitment and the discipline to focus
  • A good awareness & understanding of the sports, entertainment & cultural industries
  • Native in French, Fluent in English

If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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