Job Description
Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.
We are a global leader in the experience analytics space, having secured $1.4 billion in funding and expanded to 15 offices worldwide. We’re here to stay—and we’re looking for team members that can help us further our growth.
Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.
Important note: be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog.
Are you passionate about solving technical challenges and delivering exceptional customer experiences? We’re looking for a Technical Support Engineer to join our dynamic team and make an impact!
Your Mission:
Be the problem solver: Respond to and resolve customer technical inquiries through our ticketing system, ensuring swift and effective solutions.
Ownership from start to finish: Take full responsibility for customer issues, guiding them from the first contact all the way to resolution.
Troubleshoot like a pro: Use advanced troubleshooting tools and techniques to diagnose issues, identify defective products, and ensure smooth operations.
Empower customers: Provide clear guidance and educate customers within procedural frameworks, ensuring they feel supported throughout the process.
Escalate when needed: Collaborate with Level 3 support for complex technical challenges, ensuring proper documentation and follow-through.
Make an impact: Identify recurring or unique issues to help us improve our services and customer satisfaction.
Stay ahead of the curve: Keep up-to-date with the latest product updates through continuous training, always being in the know.
Focus on excellence: Deliver outstanding customer experiences with a keen focus on customer satisfaction and resolution.
What We’re Looking For:
Experience: At least 2 years of experience in a similar technical support or customer-facing role, ideally in a SaaS environment.
Customer-first mindset: A strong focus on problem-solving and a desire to always put the customer first.
Clear communicator: The ability to explain technical concepts in a way that customers can easily understand, guiding them to solutions.
Team player: Comfortable working with both internal teams (Paris-based) and external customers across regions.
People skills: Excellent communication and interpersonal skills with a friendly, approachable demeanor.
You’ll Be a Perfect Fit If You Have:
- A solid understanding of JavaScript, HTML, CSS, and Web Analytics.
- Experience working with SQL for data-related queries.
- Proficiency in using ticketing systems and support tools.
- Fluent in both English and French at a professional level.
If you’re ready to dive into a role that blends technical expertise with customer support, we’d love to hear from you!
