Cette offre est lié au département Customer support
Mots clés:
Support
Customer Support
At Shadow, we're rethinking the way people use computers for work and play. Founded in 2015, we're a French company that makes high-end IT accessible to everyone!
The promise? Access to a powerful PC based in the cloud to use the most demanding software or games on any screen with hardware that is always cutting-edge and never obsolete!
Today, Shadow has more than 100,000 customers. Our team includes 140 Shadowers spread across Paris and Silicon Valley, all working on a collective mission to pioneer a new era of computing.
Shadow is a company with a strong human component, having symbiotic energies among diverse profiles, with a pinch of madness of those who can make the impossible possible.
If you are interested in starting a new adventure within a team that thinks outside the box, which will make you grow both professionally and personally, then Shadow is for you!
Missions
As Customer Support Representative you will contribute to the satisfaction of our customers.
Attached to the support team, your missions will be to:
- Respond to customer requests by email, chat and phone
- Diagnose technical problems encountered by the customer and guide them on the service / product
- Proactively provide ideas, suggestions for improvement/creation of Help Center and Knowledge Base articles
- Monitor issues/news impacting customers
- Consolidate, analyze and communicate requirements for product improvement
- Work closely with all support and corporate teams
This list is not exhaustive, your missions will evolve.
Required profile
- You have a first experience in a similar position
- You know how to use a ticket management tools
- Your excellent sense of initiative and your positive & constructive mindset allow you to be a good problem solver
- You have a high technical appetit
- You are very comfortable on the phone, empathetic and a good listener
- You have an excellent written and oral expression in German and English
- If you speack French, it would be appreciated
Interview process
- First interview with Charlotte, our Talent Acquisition Specialist
- Interview with Edward, our Production Manager (EU Support) accompanied by one of the team leaders
- Interview with Renaud, our Chief Support Officer
- Interview with two people from the communication team
- Interview with Valentine, our Chief People Officer