Customer Support Product & Technical Expert

About BlaBlaCarBlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.<br/>Your Mission:We are looking for our next Customer Support Product &amp; Technical Expert<br/>In this role you will: - Act as main point of contact in regard to technical issues reported by our users - Act as the link between our Customer support team and the Engineering teams, and guarantee an efficient and customer-centric escalation process- Coordinate the work of local Bugs Specialists who support with triage for their respective markets - Be the point of contact for Product teams on your defined scope, making sure to centralize Product Updates, User Feedback and Communication with the Product Team <h3>Your Responsibilities:</h3> <ul> <li>Taking ownership of the Customer Support Bug Escalation Process</li><li>Triaging agent reports of possible bugs, identify system issues by deeper investigations, reproducing the issue</li><li>Reporting identified issues the appropriate Engineering team via JIRA</li><li>Advising agents on resolution of member requests linked to technical issues </li><li>Tracking ongoing issues and ensure visibility of Ops teams on ongoing issues </li><li>Following up on escalated issues with the Engineering team to ensure timely issue resolution</li><li>Coordinating, training and guiding local Bugs Specialists which support you with triage on their local markets </li><li>Creating reports on technical issues reported by our users and their impact on CS activity</li><li>Supporting engineering teams in impact assessment of technical issues</li><li>Building subject matter mastery and expertise in BlaBlaCar tools, apps, and key product domains</li></ul> <h3>Your Qualifications:</h3> <ul> <li>Fluent communication skills in English (written and spoken). French or Ukrainian would be an asset</li><li>You have at least 2-4 years of experience and proven track record in customer service technical support</li><li>You have at least 1-2 years prior experience with escalation, technical troubleshooting, bug identification, triaging, bug reproduction</li><li>You are self-motivated and proactive, with a strong sense of ownership and accountability</li><li>You have great stakeholder management skills and are a team player</li><li>You possess strong communication skills and problem-solving skills</li><li>You have at least Intermediate data analysis skills for reporting and presentations</li><br/>*If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!</ul> <h3>What we have to offer:</h3> <ul> <li>🌎 An international environment with over 45+ nationalities</li><li>⚖️ A hybrid, flexible workplace with family-friendly policies</li><li>💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech &amp; Product Demos</li><li>🤝 Team-building events like our weekly afterworks, breakfasts, our annual <a href="https://medium.com/blablacar/coding-night-5-73167e7cece0">Coding Night</a> or <a href="https://www.linkedin.com/posts/blablacar_impactday-teambuilding-community-activity-6819242029403389952-lDHS?utm_source=linkedin_share&amp;utm_medium=member_desktop_web">Impact Day</a>🌱 A product and a workplace with a strong commitment to sustainability</li><li>🧭 Shared <a href="https://jobs.lever.co/blablacar/553dc5d9-f8c9-4292-b745-bef8c357c5ce#:~:text=more%20about%20our-,BlaBlaPrinciples,-.">BlaBlaPrinciples</a> that are the foundation of our culture and everyday decisions</li><br/>To know more, check out our <a href="https://medium.com/blablacar/100-million-reasons-to-join-blablacar-708c04026f7b">100 reasons to join BlaBlaCar</a>!</ul> <h3>We are dedicated to flexibility, growth and well-being at work:</h3> <ul> <li>Full remote possible in the country of the role</li><li>1 additional month parental leave 100% paid</li><li>Financial support for home office equipment</li><li>Relocation package and visa support</li><li>Free unlimited carpooling &amp; bus rides</li><li>Employee Stock Ownership plan</li><li>Minimum 25 days holiday per year</li><li>Local meal plan policies (Swile card in France)</li><li>50% transportation paid in France (Forfait Mobilité Durable)</li><li>Mental health support through <a href="http://moka.care/">Moka.care</a></li></ul> <h3>Interested in joining the ride? Here’s what your hirin