Customer Support Specialist (SaaS)

About the role

Signaturit Group, a Namirial company and European leader in secure digital transactions, is looking for a Customer Support Specialist in Puteaux. Reporting directly to the Customer Support Manager, you will join an innovation-driven team and handle customer requests while improving the quality of support.

Key responsibilities

• Manage customer requests and ensure compliance with the SLAs defined in customer contracts
• Monitor platform activity and analyse error and warning logs
• Analyse incidents and propose sustainable solutions, and report on support activity
• Improve service quality and maximise positive feedback in satisfaction surveys
• Contribute to online help articles, procedures and operating methods

Required profile

• Bachelor's degree in Computer Science
• 3 years of experience in a similar position
• French and English required; Spanish is a plus
• Strong service sense, empathy, organisation, analytical and synthesis skills, and collaboration with product, dev and CSM teams

Required skills

• Ticketing tools: Zendesk (macros, views, automations, reporting) and Jira
• Ability to analyse logs and diagnose incidents
• Windows and Office 365 environments
• HTML, SQL and REST APIs (a plus)

What we offer

• Permanent role with flexible hybrid work and flexible hours
• Annual base salary of 35,000 to 38,000 EUR depending on experience
• Health insurance fully covered and meal vouchers
• Tailor-made onboarding, technical training access and regular events