Customer Support Specialist

A major player for 20 years in the critical communications market, STREAMWIDE has successfully developed its Team on mission (mission critical) and Team on the run (business critical) software solutions for administrations and businesses. These solutions for smartphones and PCs, offered in a SaaS model or on Premise, benefit from numerous functionalities such as the multimedia group discussions, VoIP, push-to-talk (MCPTT and MCx new generation 4G / 5G LTE), geolocation, digitization and automation of business processes. These innovative solutions meet the growing needs for digital transformation and real-time coordination of interventions. They allow field teams to transform individual contributions into collective successes and to act as one in the most demanding professional environments.

STREAMWIDE is also present on the Value-Added Services software market for telecom operators (visual voice messaging, billing and charging of calls in real time, interactive voice servers, applications and announcements) with more than 130 million end users all over the world.

Based in France and present in Europe, USA, Asia and Africa, STREAMWIDE is listed on Euronext Growth (Paris) – ALSTW FR

For more information , and visit our  pages on inkedIn streamwide and Twitter streamwide.

We are looking for a Customer Support Specialist passionate by troubleshooting, problem solving,  proposing solutions to customer challenges, and ensuring the best customer experience with our product.

Required Skills:

• Minimum 2 years of customer support experience in a software company
• Ability to propose functional solutions to customer problems in order to improve their user experience
• Bold, ambitious and perseverant personality, with excellent tracking, monitoring and follow up skills
• Strong troubleshooting/debugging skills and passion for problem solving and investigation
• Excellent ability to communicate with customers by phone and in writing in English

Nice to Have:

• Technical Background
• French language knowledge

Key Responsibilities:

• Handle enhancement tickets coming from internal and external customers regarding the product, within SLA, for our desktop, Android and iOS apps.
• Take end to end ownership of our Zendesk enhancement tickets backlog following our internal process.
• Ensure commitments received from the Product Owners are followed and all stakeholders are informed of all changes made that affect them.
• Test and troubleshoot the enhancement/functional design issues reported by customers and provide the results to the Product Owners or technical team.
• Propose solutions to address the functionality challenges reported by customers.
• Manage interactions with Product Owners to make sure a planning is provided for the ticket, and that the time commitment is followed.
• Provide training to customers on product features when needed.
• Create periodical reports, statistics and documentation related to customer support when needed.
• Escalates issues to supervisor when needed.

Ideal Candidate Profile:

• Excellent ability to communicate with customers by phone and in writing, in English language
• Bold, ambitious and perseverant personality, with excellent tracking, monitoring and follow up skills
• Meticulous, organized and very attentive to details
• Experience in a Customer Service role concerning software products for desktop and mobile apps (Android/iOS)
• Analytical, pro-active, problem solving, positive attitude
• Ability to work under pressure and with tight deadlines
• Technical background is preferred

What you'll find with us:

• International work environment in an exciting growth phase
• Friendly team
• Attractive compensation package
• Flexible business hours 
• Bookster subscription
• Private medical subscription for you and family