Customer Support Specialist - Poka Team

About Poka 

Poka is an innovative app designed for manufacturing companies that empower frontline workers to learn continuously, solve problems and collaborate in support of continuous improvement. Imagine a combination of Facebook and YouTube designed for factory workers. Say goodbye to paper, make way for tablets! 

Poka has become a catalyst for digital transformation and manufacturing leaders such as Nestlé, Bosch, Kraft and Danone trust us with their transition to Industry 4.0. 

Poka was acquired by IFS on June 20, 2023.

As a Product Education and Customer Support Specialist, you'll be at the heart of two key areas. Your expertise will be crucial in maintaining the excellence of our solutions and ensuring customer satisfaction. 

Your main mission will be to provide outstanding customer support. Answering questions, validating bug reports and managing their follow-up in our system. But our vision goes further: we're counting on you to identify trends and repetitions in customer questions. Your expertise will contribute directly to improving the overall experience of our users by highlighting opportunities for improvement, whether at product or documentation level. 

You'll also be responsible for creating and maintaining documentation for specific modules of our application. Working closely with our product teams, you'll need to anticipate upcoming changes and plan how new features will be documented. Your in-depth knowledge of customers, gained through your support experience, will be a major asset. In addition, your feedback will be invaluable in improving functionality.

Customer support management (50%) 

• Respond to messages, e-mails or calls from customers to resolve their technical problems. 
• Identify problems requiring more advanced expertise and escalate them to the appropriate teams. 
• Recreate problems encountered by customers internally and generate corresponding tickets in the development management system. 
• Work in close collaboration 

Writing and managing the customer help center (40%) 

• Writing and updating Help Center content and other related documents in English. 
• Analyze the use of Help Center articles with a view to continuous improvement. 
• Work closely with the Product and Engineering teams to improve the product and develop articles and contextual support for product changes 
• Propose and implement improvements to optimize documentation management procedures. 

IT Management (10%) 

• Initial setup and configuration of Poka IT hardwares 
• Assisting in troubleshooting and resolving some IT-related issues 
• Handling various additional tasks comparable to the ones listed above 

• More than 2 years' experience in areas related to customer support, technical assistance, technical writing or other similar fields. 
• Good understanding of basic IT troubleshooting 
• Training in translation, communications, IT, administration, linguistics or other relevant fields 
• Outstanding writing skills English 
• Advanced communication skills English 
• In-depth problem-solving and analytical skills, with the ability to identify, simplify and solve complex problems 
• Ability to manage multiple issues and files simultaneously, in a dynamic environment where priorities can change rapidly. 
• Knowledge of Intercom and Jira, an asset.