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Support Agent

Support Agent

360LearningRabat, Morocco
30+ days ago
Job description

Our Support Team plays a critical role in the daily life of our customers. We provide assistance for all functional and technical questions and only operate asynchronously (email only) : no live assistance (chat, phone) is provided.As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email.You will work in full autonomy, your work will be judged on measurable results and while we have guidelines for style of writing, there is no script whatsoever and each individual can bring their own personal touch. Within 1 month, you will :

  • Experience a comprehensive onboarding that includes an insight into our teams, culture, and product
  • Become an expert in Trello & asynchronous communication
  • Discover the Support team and get to know the key stakeholders you’ll be working with
  • Answer to written requests from clients (50% of the time)

Within 3 months, you will :

  • Start answering to written requests from clients
  • Guarantee customer satisfaction and respect of our SLAs (we aim at answering most requests under 2 hours)
  • Get to know our product and all its features inside out

    • Within 6 months, you will :

  • Keep answering to written requests from clients
  • Work autonomously to identify and document bugs and have them solved by the R&D team
  • Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)

    • Within 12 months, you will :

  • Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
  • Start handling our most valuable customers by becoming a dedicated agent for some of them

    • The Skills Set

  • 3+ years experience within support function role
  • You bring a client-centricity mindset to everything you do
  • You are a problem solver and a great investigator
  • You have excellent overall writing skills in a number of different styles / tones, and impeccable spelling and grammar in French
  • You are fluent in English (B2 level required)
  • You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions
  • Enthusiasm for our culture explained here

    • What We Offer

  • Compensation : Package includes base salary, a variable component and equity
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    Support • Rabat, Morocco