Customer Support - French native

<h3>Company Description</h3><p><strong>About Us</strong></p><p>Empower your organization with blended learning.</p><p>Rise Up is a SaaS platform that offers a technological and service-based response to the challenges of professional training. As a partner, Rise Up enables its customers to decompartmentalize training and unleash its full potential through expertise and data oriented technology.</p><p>We are growing rapidly, with our community of 1 million learners in 60 countries! Over the years, Rise Up has expanded its presence in France, then in Europe: UK, Portugal, Luxembourg, Belgium, The Netherlands, Germany.</p><p>We currently employ more than 120 people between Paris, London, Belgium, Stuttgart and Lisbon, and our team doubles every year.</p><h3>Job Description</h3><p>You'll be in charge of ensuring Rise Up's support. You'll report to Camille, our Head of technical services. Your role will be to :</p><ul><li>Be the first point of contact about information request and assistance in the website (tchat) or by e-mail (Zendesk)</li><li>Route tickets to the right service by using knowledge of the platform and Rise Up organization</li><li>Have a really good knowledge of the platform and how it works</li><li>Contribute to Rise Up SLA fulfillment and global clients satisfaction<ul><li>Alert in case of a critical incident to the manager.</li></ul></li><li>Describe request in a clear and precise way so that developers can understand and work efficiently</li><li>Guarantee the right level of information in our ticketing system in order to generate accurate follow-up indicators</li><li>Communicate internally with the CSM in order to give them enough informations to insure an excellent client relationship</li><li>Maintain helpdesk documentation and knowledge base for the client.</li></ul><h3>Qualifications</h3><p><strong>Hard skills</strong></p><ul><li>Proven successful experience of helpdesk support in a Saas B2B environment</li><li>Technical skills (web applications, database knowledge, scripts languages, API knowledge)</li><li>Ability to communicate with clients in French and English</li></ul><p><strong>Soft skills</strong></p><ul><li>Excellent interpersonal, written and oral communication skills (remote..)</li><li>Understanding of organization - Proactivity &amp; Anticipation </li><li>Ability to apprehend customer, project-specific environments with different business rules, requirements and environments</li><li>Adaptability of new contexts and organization</li><li>Tenacity, willfulness to solve issues and close tickets in a timely manner.</li><li>Team spirit</li></ul><h3>Additional Information</h3><p><strong>Perks and Benefits</strong></p><ul><li>A booming scale-up : we will double our size this year, again !</li><li>You will work in a company that will have a huge impact in the future. Reskilling and Upskilling is now a strategic response for our customers to changing skill demands</li><li>Rise Up culture is inclusive, collaborative and focused on an international working environment.</li><li>Our main culture events &amp; celebrations : Annual seminar - Town hall - Secret Santa</li><li>Hybrid working </li></ul><p>#LI-Hybrid</p>