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Customer Care

Technical Support Analyst

  • Contract Type: Full-Time
  • Location: Noida, India (201301)

About

Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

Today, more than 80,000 customers around the world count on Sendinblue to power their sales and marketing engines, with more than 100 million emails sent every day from our platform.

We have a team of 250 employees representing over 25 nationalities spread across four offices located in Paris, Berlin, Delhi, and Seattle. This diversity is one of our greatest strengths, creating an environment that geared towards learning and collaboration to find the best solution to any problem.

At Sendinblue, you’ll find:
=> A culture based on caring, transparency, challenges, and strong collaboration
=> A progressive and happy working environment
=> International team building events (last year was in Greece)
=> A state-of-the-art office in the heart of Paris

Job Description

At SendinBlue we serve more than 100,000 clients in 6 different languages all over the world. As a Tech Support Analyst you’ll be responsible for making sure they get the best help possible when they face technical challenges.

Responsibilities :

●Analyse and fix technical issues reported by the Customer Care Team (level 1)
●Set and monitor the SLAs (response time, quality of the answers etc)
●Provide the right tools and create the process to ensure the best quality Tech Support
●Work with the Technical Managers and the Product Owners to categorise and prioritise the tech tickets
●Work with the tech team to track status of product fixes, feature requests, and provide consolidated updates to the customers
●Actively work with the other Tech Support Team members, discuss the feedbacks and drive improvements in the current process
●Be the point of Escalation for the Customer Care to report concerns on support quality or timelines, or for critical issues needing immediate attention

Preferred Experience

**Required Skills :

●Bachelor's degree in Computer Science, Engineering or a related field with 3-5 years of experience in SaaS products
●Empathy for our clients and ownership in solving their issues
●Excellence in bug troubleshooting
●KPIs and SLA management
●In-depth knowledge of customer service principles and practices is a must
●Clear reporting to the senior leadership
●Technical background in L2/L3 application support during the SDLC phase and strong understanding of the pre-prod, roll-out phases prior to taking up management role
●Very good english and strong communication skills, as well as a dedicated work ethics are a must

Recruitment Process

Resume screening
F2F HR round
2 technical rounds(f2f)
Final HR discussion

Additional Information

  • Contract Type: Full-Time
  • Location: Noida, India (201301)
  • Education Level: Bachelor's Degree
  • Experience: > 2 years