Technical Support Manager - CDI

‍Contract type: CDI
‍Required experience: Minimum 3 years' experience in a similar position
Location: Paris, face-to-face 3 days a week.
Reporting line: Technical Director.

Main tasks

The Technical Support Manager is responsible for the management and quality of support provided to users of our SaaS solution Yuzzit. He/she is the interface between customers and the in-house technical team. He/she is more of a technician at heart with a facility for communication as he/she is in constant contact with customers.
His/her objectives:

Maintain the solution in operational condition
Guarantee user satisfaction by ensuring fast, accurate processing and follow-up of technical requests.
This position includes on-call duty outside working hours.

Main responsibilities :

Provide first- and second-level support for users via integrated chat.
Analyze reported incidents and malfunctions (software behavior, errors, access problems, performance, etc.).
Qualify and document tickets in the management tool (severity level, context, bug reproduction, logs, captures, etc.).
Clearly define the actions to be taken by the technical team (developers, DevOps, QA) to resolve the problem.
Follow up tickets throughout their processing and ensure that resolution times are respected.
Communicate regularly with customers to keep them informed of progress and ensure their satisfaction.
Update the internal knowledge base and suggest improvements to reduce recurring incidents.
Analyze support statistics (SLA, volume, recurring causes, etc.) to propose continuous improvement plans.
Participate in the development of acceptance test scenarios
Tooling and improving support efficiency. Create and maintain tools to respond to customer requests as efficiently as possible (IA workflow, metabase dashboard, grafana alerts, etc.).

Skills and qualities required

Technical skills :

Very good knowledge of SaaS / Cloud / Web environments.
Understanding of software architectures (APIs, databases, integrations, etc.).
Mastery of ticketing tools (e.g. Jira Service Desk, etc.).
Comfortable using chat and online support tools.
Ability to diagnose and reproduce a bug.
Knowledge of ITIL best practices (incident, problem, change) appreciated.
Knowledge of SQL or log analysis would be an asset.
Ability to use Linux.

Interpersonal skills :

Excellent written and oral communication skills (French and English).
Acute sense of customer service and pedagogy.
Ability to explain technical aspects to non-technical users.
Rigor, organization and autonomy in following up files.
Team spirit and ability to collaborate with technical and product departments.
Stress and priority management, especially in busy periods.

Profile required

3 years' experience in a technical support role, ideally in a SaaS or B2B software environment.
Experience in support team coordination or technical customer relations is a plus.

Salary: depending on experience

About Yuzzit

Created by TELEQUID, Yuzzit is a video editor in SAAS mode, enabling users to create videos from a live feed and publish them instantly to social networks. To support our growth, we're recruiting new talents who want to join us in writing the next chapter of our adventure.

To apply: contact@yuzzitpro.com