Technical Customer Support Representative

Company Description

By combining the best of human and artificial intelligence, iAdvize's conversational platform enables brands to offer their customers an authentic and personalized online shopping experience on a large scale. 

 

Consumers have massively adopted messaging in their daily lives. 85% of them want to interact with a brand in the same way they interact with their loved ones: via messaging. It's simple, personal, and engaging.

As a provider of a complete solution for pre-sales and customer service, iAdvize has had a single mission since its creation in 2010: to make brands conversational. 

 

To deliver this experience on a large scale, iAdvize has developed iAdvize Copilot™: powered by its trusted generative AI designed for e-commerce, the solution is revolutionizing the daily lives of customer service advisors. iAdvize Copilot™ facilitates the work of customer service and online sales teams by improving their productivity (conversion rate multiplied by 10). 

 

iAdvize is also defined by the over 200 talented people who proudly work for us in Nantes (France, our headquarters), Paris, Düsseldorf (Germany), and Boston (US); We are proud to be a Great Place to Work, and a FrenchTech Next 40 and 120 prizewinner.

 

The well-being of our employees is essential to us, and every year our teams take numerous initiatives to ensure that we can all evolve in a working environment conducive to personal and professional fulfillment.

Convinced by the major asset that diversity represents in our teams, we are proud to count over 45% of women in our workforce. 

 

We are also convinced that sustainable growth can only be achieved by taking into account ambitious objectives from a societal & environmental point of view. In 2022, we launched a multi-disciplinary working group on CSR issues with the aim of reducing our carbon emissions, forging responsible partnerships, and supporting the conversational transformation of e-commerce towards a more sustainable model. 

Job Description

As a Technical Customer Support representative, you will be our American customers' main point of contact for technical assistance and incident follow-up. You'll be a Swiss Army knife, working at the interface between customer relations and the technical department.

Main tasks: 

• Handle incoming requests to propose satisfactory and sustainable solutions to technical incidents encountered by customers, in compliance with the processes in place and the objectives set. 
• Working with various teams within the organisation to provide our customers with the best possible support in using our platform and promoting the adoption of our solutions. 
• Monitoring, diagnosing and reporting incidents to the product teams. 
• Providing special support for certain strategic customer accounts. 
• Implementing internal actions aimed at optimising the processing of incoming requests, reducing the appeal rate and improving the experience of our customers.

Qualifications

• You have a higher education degree and 1 to 3 years' experience in customer relations and support, ideally in SaaS or the Web (B2B). 
• You have a solid technical background. You have knowledge of HTML, CSS and Javascript. You know what an API request is. You have already mastered technical logging tools such as Datadog or Grafana.
• You are able to demonstrate both empathy and assertiveness. You know how to be pedagogical, and you have excellent interpersonal skills, both internally and with our customers.
• You have a "solution maker" mindset and are proactive in the performance of your duties.    
• You are fluent in English and in French. 
• Fluency in Spanish is also a plus for your application.

> The Technical Customer Support team is based in our HQ (France), and this is the first time we recruit a Technical Customer Support representative in the US. 

Additional Information

• Contract: permanent contract, full-time
• Compensation : $60k - $65k 
• Workplace: This position is open to full-remote from the US territory. If you live in Massachusetts, know that iAdvize's US office is based in Downtown Boston.
• Start date: as soon as possible
• US Employment Visa required. We do not accept F1, J1, M1. We can accept OPT with one-year duration.

 

Joining iAdvize means...

• Participating in the development of an ambitious, international and dynamic French scale-up.
• Joining a group of new recruits, and taking part in a week-long onboarding program to learn about our product, strategy, market and sales techniques.
• Working in an agile environment, where you'll be able to contribute with your own ideas.

iAdvize is committed to the diversity of its teams and practices a strict policy of non-discrimination in recruitment.

All your information will be kept confidential according to EEO guidelines.