Expired
TECHNICAL SUPPORT & DIGITAL MARKETING AGENT
The Technical Support Agent is the first line of support for customers using the Autoplanning software. They are responsible for managing incoming calls and callbacks to resolve technical and functional issues customers face when using the software. Concurrently, they participate in the management and monitoring of online advertising campaigns (Google Ads, Facebook Ads) to optimize visibility and acquire new clients.
Responsibilities & Tasks
A. Call Management & Follow-ups
Responds to incoming calls from clients (owners and inspectors of technical inspection centers).
Makes follow-up calls to resolve pending client requests.
Performs an initial level of diagnosis and resolution of incidents related to Autoplanning software.
Escalates complex requests to the Support Manager or technical teams when necessary.
Records and documents interactions with clients in the ticket management tool (Jira).
B. Technical Support & Software Assistance
Guides users in configuring and using Autoplanning software.
Provides quality technical support in accordance with defined procedures and scripts.
Explains software functionalities and helps clients optimize their usage.
Adheres to service level commitments (SLA) to ensure optimal response times.
Tests and reproduces reported anomalies to assist in their resolution.
C. Monitoring & Continuous Improvement
Analyzes recurring requests and proposes improvements to support processes.
Participates in updating the knowledge bases and internal FAQs.
Collects and conveys client feedback to improve user experience.
Collaborates with technical and product teams to report recurring issues.
D. Management & Monitoring of Online Advertising Campaigns
Creates, manages, and optimizes Google Ads and Facebook Ads campaigns.
Monitors campaign performance and proposes adjustments to improve ROI.
Analyzes key metrics (CTR, CPC, conversion rate) and generates periodic reports.
Conducts market analysis and identifies opportunities for improvement.
Collaborates with the marketing team to align advertising campaigns with business objectives.
E. Training & Skill Development
Participates in internal training to improve competencies related to software, client support, and digital advertising.
Applies instructions and methods defined by the Support Manager.
Adapts to technological advancements and new functionalities of software and advertising platforms.
Required Skills & Qualities
Technical Skills
Solid understanding of management software and web environments.
Ability to diagnose and solve simple technical problems.
Experience with ticket management tools (Jira, Zendesk, etc.).
Knowledge in customer support and telephone communication.
Proficiency in Google Ads and Facebook Ads platforms.
Ability to analyze marketing performance and generate reports
Fluency in French, both written and spoken.
Interpersonal Skills
Excellent oral and written communication skills.
Customer service orientation and patience.
Ability to manage multiple requests simultaneously.
Responsiveness and team spirit.
Personal Qualities
Rigor and organization.
Active listening and empathy.
Adaptability and eagerness to learn.
Autonomy and proactivity.
Program: Available during customer service hours with manager's approval – Monday-Friday, between 8:00 AM and 6:00 PM, France time.
Location: Partial or full remote work / Office depending on internal organization.
Salary: According to profile and experience.
Salary is determined during the interview.
Full work schedule.
