Technical Support Specialist

Paris - France

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At Yext the Technical Support Team is a group of technically savvy social people who enjoy helping customers and solving complex problems! Core responsibilities include assisting our clients on the Yext platform troubleshooting advanced technical issues in real-time and providing best practices.

As aTechnical Support Specialist you will be working with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps apps social networks directories and search engines. Your role is to support those clients post-sale technical relationships by becoming a technical expert in Yext products internal processes and the needs of our customers. Yext provides a very dynamic environment with a lot of opportunities for you to expand your skill set and grow.

The ideal candidate is proactive positive curious and flexible a person open to new ideas and ways of working.

What Youll Do

Be the passionate face and voice of our brand enriching customer relationships with Yext
Provide post-implementation technical and consultative support that is prompt friendly and accurate to our Enterprise clients via email phone and chat
Develop ticket management strategies and ensure alignment to the SLA
Provide platform configuration and data management services to our clients and partners
Troubleshoot reported product and publisher issues to diagnose and deliver accurate valid and complete information to our customers raising bugs to internal Yext teams
Identify and surface trending customer/product issues drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions
Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours
Work multi-functionally with Client Success Managers Services and technical teams at Yext to deliver exceptional service and ensure we are exceeding client expectations - every time!
Ideate build and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
Serve as a mentor/coach to more junior members of the Technical Support team including interns
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA) Customer Satisfaction (CSAT) productivity (solves/AHT)
Be a client-facing representative of Yext and ensure professionalism actively listening and understanding the needs of our clients and ensuring a solution-oriented approach

What You Have

BA/BS degree or similar college-level Education or relative Work Experience
1 years of professional work experience ideally in a customer support/contact centre environment
Ability to speak and write in English and French fluently and idiomatically
Strong proficiency in Excel SQL is a plus
Knowledge of ZenDesk
Strong problem-solving orientation
Proficient in data analysis and manipulation
Diligent organised process-driven
The ability to think creatively about analyse and understand complicated and abstract ideas working with a solutions-oriented mentality to solve issues.
A knack for synthesising technical concepts into digestible bits of information and effectively conveying this information to others
Outstanding and effective interpersonal skills; along with a solid ability to communicate complex issues internally across departments and to our Enterprise clients
Customer-facing experience preferred (retail hospitality online support etc.)
Evidence of leadership outstanding track record and/or peer recognition that separates you from others
Ability to work quickly independently and accurately in a high-volume environment with excellent time management skills
Excellent written and verbal communication skills that can be tailored to a broad range of requesters plus innate follow-up skills
Strong computer skills and the ability to adapt quickly and learn new programs products and procedures
Ability to work 40 hours/week and overtime as needed.

#LI-AW1
#LI-Hybrid

Yext is an equal opportunity employer committed to building a results-driven engaging culture where every employee has the opportunity to contribute to the success of the Company perform at the highest possible level and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience Yext can remain at the forefront of innovation and better serve its customers.

It is Yexts policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please completethis form.

Security Alert

All legitimate Yext communications come from @ email addresses. Messages from other domains (for example @) are not authorized and are likely fraudulent. If you receive a message that seems suspicious do not share personal information click on links or provide payment. Instead please report the communication to.

Required Experience:

The ideal candidate is proactive positive curious and flexible a person open to new ideas and ways of working.

What Youll Do

Be the passionate face and voice of our brand enriching customer relationships with Yext
Provide post-implementation technical and consultative support that is prompt friendly and accurate to our Enterprise clients via email phone and chat
Develop ticket management strategies and ensure alignment to the SLA
Provide platform configuration and data management services to our clients and partners
Troubleshoot reported product and publisher issues to diagnose and deliver accurate valid and complete information to our customers raising bugs to internal Yext teams
Identify and surface trending customer/product issues drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions
Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours
Work multi-functionally with Client Success Managers Services and technical teams at Yext to deliver exceptional service and ensure we are exceeding client expectations - every time!
Ideate build and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
Serve as a mentor/coach to more junior members of the Technical Support team including interns
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA) Customer Satisfaction (CSAT) productivity (solves/AHT)
Be a client-facing representative of Yext and ensure professionalism actively listening and understanding the needs of our clients and ensuring a solution-oriented approach

What You Have

BA/BS degree or similar college-level Education or relative Work Experience
1 years of professional work experience ideally in a customer support/contact centre environment
Ability to speak and write in English and French fluently and idiomatically
Strong proficiency in Excel SQL is a plus
Knowledge of ZenDesk
Strong problem-solving orientation
Proficient in data analysis and manipulation
Diligent organised process-driven
The ability to think creatively about analyse and understand complicated and abstract ideas working with a solutions-oriented mentality to solve issues.
A knack for synthesising technical concepts into digestible bits of information and effectively conveying this information to others
Outstanding and effective interpersonal skills; along with a solid ability to communicate complex issues internally across departments and to our Enterprise clients
Customer-facing experience preferred (retail hospitality online support etc.)
Evidence of leadership outstanding track record and/or peer recognition that separates you from others
Ability to work quickly independently and accurately in a high-volume environment with excellent time management skills
Excellent written and verbal communication skills that can be tailored to a broad range of requesters plus innate follow-up skills
Strong computer skills and the ability to adapt quickly and learn new programs products and procedures
Ability to work 40 hours/week and overtime as needed.

#LI-AW1
#LI-Hybrid

Required Experience: