Technical Support Specialist

Overview Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market : marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Support team is made up of around twenty people of all nationalities. Divided in several teams (functional or technical), the technical support team is responsible for providing technical assistance or solutions to customers encountering issues with our software. The team works closely with developers to diagnose problems and enhance software performance. Our objective is to ensure a seamless and satisfying customer experience while maintaining a high level of user satisfaction and loyalty.

In this context, We are looking for a Technical Support Specialist.

Provide assistance and guidance to customers or users facing technical issues with products or services. Technical support professionals aim to troubleshoot and resolve problems promptly, ensuring customer satisfaction and enhancing the overall user experience. Their role is essential in maintaining a positive relationship between the company and its clients, fostering trust and loyalty.

️ Your main tasks will be as follows :

Responsibilities Respond to functional and technical support requests in a considerate, accurate, timely and qualitative manner

Coordinate the technical qualification of bugs and escalate it to our developers : Reproduce, qualify and write summaries of the various incidents

Manage emergency situations by coordinating client communication and working with our development team

Communicate new features requests to our product team

Suggest customer documentation updates or creation in order to reduce the need for assistance

Objectives After 1 month :

Acquire an in-depth knowledge of our products and services and be able to provide basic technical assistance to customers

Efficiently handle at least 50% of the simple technical support requests autonomously

After 3 months :

Receive positive feedback from customers regarding the quality and speed of technical support

Be capable of conducting phone meetings to discuss customer issues

After 6 months :

Be able to handle any type of request

Train new members of the technical support team

Be capable of managing external and internal communication during crisis situations

Contribute to the creation or maintenance of technical documentation

Actively participate in team meetings to propose ideas for improving support processes

Hiring Process HR interview with Alexandre our Talent Acquisition Manager

Manager interview with Paula (Technical Support manager) and Sophie (Head of support)

Technical test with Paula

References and Job offer

Requirements We are looking for someone with the following experience and skills :

You are fluent English and French, another language is a plus

You have deep analytical skills

You have a technical background

You like being a problem solver you are not afraid of diving into log analysis

You know how to read an xml or json file

You are at ease with the use of Postman and APIs

You are a good communicator, empathetic with your clients

You have good interpersonal skills, you know how to deal with all types of people and you like to work in a team

You are autonomous, proactive and resourceful

Benefits Joining Lengow is also an opportunity to benefit from many advantages :

Ticket restaurant 8 euros by day

Malakoff Humanis Private insurance & Prevoyance

Hybrid remote policy

Flexible hours

Bike mileage allowances or 50% of transportation tickets

Remote allowances

Professional events (Devoxx, Meetup ...) and regular internal events

Specific benefits may vary depending on your country of employment (France or Spain).

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