Our Support Team plays a critical role in the daily life of our customers. We currently provide e-mail assistance for all functional and technical questions and only operate asynchronously (email only)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:
1. Experience a comprehensive onboarding that includes an insight into our teams, culture, and product
2. Become an expert in Trello & asynchronous communication
3. Discover the Support team and get to know the key stakeholders you’ll be working with
4. Answer to written requests from clients (50% of the time)
Within 3 months, you will:
5. Start answering to written requests from clients
6. Guarantee customer satisfaction and respect of our KPIs and SLAs
7. Get to know our product and all its features inside out
Within 6 months, you will:
8. Keep answering to written requests from clients
9. Work autonomously to identify and document bugs and have them solved by the R&D team
10. 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...)
11. Start handling our most valuable customers by becoming a dedicated agent for some of them.
Within 12 months, you will:
12. Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
13. Become a subject-matter expert and treat escalations from your team members
14. Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency
The Skill Set
15. 3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field.
16. You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
17. You master an array of troubleshooting tools and concepts
18. You have problem solving skills and an investigator mindset
19. You are able to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…)
20. You have basic knowledge of SQL for querying databases and resolving data-related issues.
21. Experience with ticketing systems ( Zendesk), monitoring service applications ( Datadog) and basic understanding of HTTP APIs
22. Fluent English (US/UK) / B2 level or equivalent (FR)
23. Ideally B2 level or equivalent in German
24. Enthusiasm for our working environment explained here:
What we offer:
25. Compensation: Package includes base salary and a variable component 📈
26. Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
27. Balance: Flexible hours, Total work from home possible anywhere in Spain 🏠
28. Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝
29. Corporate Social Responsibility: Review our CSR Charter: 🌎🌏🌍
30. Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: & find out more about the teams, product and processes 🚀👩🏻💻🏆
Interview Process:
31. Phone Screen with our Talent Acquisition Manager
32. Discovery Meeting with our EMEA Support Lead
33. Case Study to do at home
34. Clarification Meeting with Support Agent
35. Culture Fit Meeting with our Head of Global Support
36. Offer!
Who We Are360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place. 360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.Learning Includes Everyone.In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!