Technical Support Agent EMEA Jobs

360Learning

Location:
France, Paris

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Answer all queries from French and English customers by email
Work in full autonomy
Answer to written requests from clients (50% of the time)
Guarantee customer satisfaction and respect of our KPIs and SLAs
Get to know our product and all its features inside out
Work autonomously to identify and document bugs and have them solved by the R&D team
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...)
Start handling our most valuable customers by becoming a dedicated agent for some of them
Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
Become a subject-matter expert and treat escalations from your team members
Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency

Requirements:

3+ years experience within tech support function role, preferably in B2B Saas environment
Bachelor’s degree in Information Technology, Computer Science, or a related field
Passion for learning and ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
Master an array of troubleshooting tools and concepts
Problem solving skills and an investigator mindset
Ability to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…)
Basic knowledge of SQL for querying databases and resolving data-related issues
Experience with ticketing systems (e.g Zendesk), monitoring service applications (e.g Datadog) and basic understanding of HTTP APIs
Fluent French & English (US/UK)

Nice to have:

Ideally B2 level or equivalent in German
Enthusiasm for our working environment explained here: Convexity

What we offer:

Package includes base salary, a variable component and equity
Work From Home stipend
RTT
Lunch vouchers
Medical insurance
Gym subscription
1 month parental leave for the second parent
Flexible hours
Full remote work possible anywhere in France
Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity

Additional Information:

Job Posted:
December 01, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Technical Support Agent EMEA