Software Support Coordinator

Job Description: We are currently seeking an organized and customer-focused Software Support Coordinator to join our growing team. In this role, your tasks will include:

Providing front-line support to our clients, through tickets and phone calls, Qualifying incoming requests and incidents in a timely manner, Assigning tickets to the rest of the team, Scheduling regular customer check-ins and tracking the status of their platform.

Responsibilities :

• Serve as the primary point of contact for customer inquiries, assessing their needs and providing appropriate assistance.
• Qualify and document customer issues, gathering relevant information to help diagnose and resolve problems.
• Triage incidents based on severity, urgency, and complexity
• Maintain accurate records of customer interactions and support activities using our ticketing system.
• Proactively contact customers, and check on the status and health of their platform.
• Contribute to continuous improvement initiatives aimed at enhancing the customer experience and streamlining support processes.

Requirements :

• Full-time position
• In Paris, with hybrid office presence
• High school diploma or equivalent required, Bachelor's degree in a related field preferred.
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and team members in French and English.
• Basic technical skills and knowledge of Linux.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple issues simultaneously.
• Ability to work in a fast-paced environment and adapt to changing priorities.