Customer Support Engineer

  • Paris
  • Full-Time
  • Start Date: 23 April 2019
  • Apply Now

About

Alsid is the answer to cyber-attacks that strike companies continuously.

Founded in June 2016 by two former members of the ANSSI, experts in large-scale cyberdefense operations, Alsid redefines the way companies protect themselves from modern threats. We developed a real-time monitoring technology able to oversee the security of large-scale Active Directory infrastructures to protect them from cyberattacks.

We are experiencing a fast growth and we already count multiple Fortune 2000 companies in our portfolio. We will conquer a large part of the French market, but also expand out of our borders to gain an international market share.

Join Alsid and you will be part of a start-up on track to become an international leader in cyberdefense.

Job Description

Provide Alsid’s customers assistance with the products on an as-needed basis.

The Customer support’s role is to provide Alsid’s customers assistance with the products on an as-needed basis.
Working alongside the Customer Success team, your main responsibilities will be to provide the clients helpful and relevant information, answering questions, and responding to tickets (level 1 to level 3). These latter are related to the use and understanding of the products as well as helping the client troubleshooting the product with the help of Alsid’s technical team. On top on your ongoing activity described above, you will have full ownership on building and structuring knowledge databases on Alsid’s products consolidating user documentation and support case (in English).

Being part of a team that works in a servant-leadership mentality, you’ll have significant freedom of action on your execution, and will be accountable for management and resolution of the support tickets.

YOUR MISSIONS & SKILLS

  • Managing incoming calls, emails and support tickets (level 1 and 2)
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Establish communication procedures, guidelines and policies for the support ticket management / escalation within Alsid team and its partners (resellers / integrators)
  • Manage Alsid end-user and partner documentation to keep it perfectly up to date and accurate
  • Build a strong database consolidating and (translating if needed) the tickets in English
  • Work closely with Alsid technical / engineer team to help answering the level 3 tickets and make them intelligible and exploitable for the clientTo provide Alsid’s customers assistance with the products on an as-needed basis
  • Collaborate with our Customer Success team to identify rooms for customer satisfaction and optimize it

Preferred Experience

Required skills
o IT/Technical background
o Proven customer support / service B2B and technical product preferably
o Strong pedagogic skills, ability to explain technical topics with an intelligible way
o Customer orientation and ability to adapt/respond to different types of characters
o Excellent verbal and written communication skills
o Strong phone presence
o Full French and English working proficiency
o Ability to multi-task, prioritize, and manage time effectively

Valuable skills
o Other languages a plus
o Familiarity with Zendesk and database
o Previous experience in a tech startup a strong plus

Additional Information

  • Contract Type: Full-Time
  • Start Date: 23 April 2019
  • Location: Paris, France (75003)