Lead Helpdesk

Company Description

At Rise Up, we have an ambitious goal: to inspire and empower everyone to continuously develop skills.

We help our clients to keep and grow their power thanks to our unique Blended Learning Platform. More than just a tool, Rise Up is a complete solution including a strong technological know-how and a learning expertise that allows us to support our clients in the creation and development of today’s and tomorrow’s training services.

We’re growing fast, with our community of 2 million learners in 60 countries! Over the years, Rise Up expanded its footprint in the UK and Europe: France, Luxembourg, Belgium, The Netherlands, Germany, etc.

That means we’re looking for talented people with diverse skills and backgrounds to add to our rapidly growing team. That is where you come in: we’re looking for an exceptional Lead Helpdesk.

Job Description

• The helpdesk manager is responsible of the respect of our SLA, guarantee a high level of client satisfaction and drive the helpdesk agents to fulfill their missions.
• Day-to-day senior support with complex requests.
• Accurate technical analysis of tickets prior to dispatch them to the run team in order to accelerate their fix and avoid delayed tickets.  
• Engage and mobilize the run team to have the maximum impact on client satisfaction. 
• Follow bug fixing and test them to contribute to the quality of our delivery.
• Update and maintain our ticketing tool and knowledge base.
• Alleviate helpdesk knowledge by explaining the incidents and give them technical insight that they will be able to reuse for future incidents.
• Communicate the adequate KPI internally and externally to promote the activities.

Qualifications

Hard skills

• Good knowledge of php / JS.
• Being able to communicate with clients in order to truly comprehend their issues and give them direct feedbacks
• Excellent knowledge of Rise Up platform, able to make the difference between a bug and feature.

Soft skills

• Leadership : drive the helpdesk team for success.
• Strong analytical skills, like to solve complex problems. 
• Understand business impact and able to prioritize tickets accordingly.
• Work under pressure
• Good communication skill

Additional Information

• We offer competitive salaries and benefits ( Health Care insurance & meal tickets, parental benefits).
• We are remote-friendly  with work-life balance in mind.
• Rise Up culture is inclusive, collaborative, and focused on an international working environment.
• Systematic training on our tech stack and our product by the following training and peer learning.
• Participation in International tech conferences and seminars.
• Our main cultural events & celebrations