Technical Support Specialist - SaaS

Who are we?

MotorK is the leading sales and marketing technology company in Europe, specialising in the automotive sector. At MotorK, our mission is to empower manufacturers and dealerships to sell more with innovative, cloud-based products and services to offer the best digital customer experience.

We are on a fast and ambitious trajectory and serving 90% of the automotive manufacturers. To continue our growth, we are hiring new talents. If you want to spark the future of the automotive world, join us.

As a result of this growth, we are looking for a Technical Customer Support Specialist to join our international team based in our Paris office, France.

The role

The Technical Customer Support Specialist role will cover a wide range of support tasks, assisting our French customers with technical issues across different digital products.

• Respond to customer requests in a timely and accurate way, via email, and internal tools
• Identify customer needs, helping them understand and use our products, in accordance with our guidelines
• Take care of a customer request: from the beginning to the complete resolutions (due date, SLA, changes and deviations, ...)
• Follow up with customers to ensure their technical issues are resolved
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Share feature requests and effective workarounds with team members
• Gather customer feedback and share it with our Product, Sales and Marketing team
• Provide first level support and work on troubleshooting issues. 

Requirements

Our ideal Customer Support Specialist will have previous experience supporting a digital product in direct contact with customers. 

As well as: 

• Native level French and fluency in English
• Experience in using remote support tools (Zendesk..)
• Excellent communication and problem-solving skills
• Multi-tasking abilities and patience when handling tough cases
• Basic knowledge of SQL and JSON structures (XML/CSV formats)
• Knowledge of WordPress, MTK e Google Analytics
• Knowledge of HTML and web standards
• Ability to liaise with multiple stakeholders, internally and externally
• Ability to work on more than one product

Work pattern and location

• Full time, permanent position
• Monday to Friday 
• Hybrid working pattern 
• Office based in Paris

Benefits

• Meal Vouchers (for each day worked)
• Bi-monthly appointment for collaboration days, with free breakfast in the office
• Internal training paths and support with external education
• Diverse and dynamic environment, with plenty of opportunity to grow and make an impact 
• 1:1 English classes up to B2 level 

What you can expect from the recruitment process: 

1. HR interview in English 
2. Hiring Manager interview in English 
3. Peer interview/skills assessment
4. C-level interview