Offer summary

Qualifications:

Understanding of SaaS software and relevant technologies, Experience in documentation methodologies, Basic understanding of HTML, APIs, programming and scripting, Fluency in French is a plus..

Key responsabilities:

Provide timely, helpful support to Backlight customers as the first point of contact

Document, troubleshoot, and resolve product-related support requests

Effectively manage an incoming ticket queue and provide updates on open tickets

Drive continuous improvements to hit target metrics such as CSAT and SLAs.

Job description

Backlight’s Support team is looking for a skilled and customer-focused Support Specialist to deliver an efficient and positive support experience to our customers. As the first point of contact for inquiries, you'll be a key player in ensuring customer satisfaction. Support Specialists are experts in Backlight products, responsible for intake and triage of support requests, guiding users through documentation, troubleshooting product issues, and escalating complex cases to Tier 2 and Tier 3 teams as needed.

What you’ll do

Provide timely, helpful support to Backlight customers as the first point of contact on the
support team
To offer timezone-based support for Tier 1 issues, swiftly managing escalations and
maintaining clear communication with internal and external teams.
Document, troubleshoot, and resolve product-related support requests
Effectively manage an incoming ticket queue along with your ticket assignment queue,
providing updates on open tickets to customers
Develop product expertise by partnering closely with Tier 2 support, Engineering, and
Product teams to troubleshoot and escalate complex technical issues
Identify and record documentation improvement opportunities through support requests
where documentation is insufficient or missing
Drive continuous improvements to hit target metrics such as CSAT time to resolution,
SLAs, etc.

Skills & knowledge you should possess

Understanding of SaaS software and relevant technologies
Interest in and ability to learn new technical concepts
Experience in documentation methodologies
Experience using a support-desk software (Zendesk a plus)
Comfortable with terminal and CLI tools
Basic understanding of HTML, APIs, programming and scripting
You’re comfortable with and excel working autonomously
You work with a sense of urgency, understanding our customers critical workflows
Passion for engaging with customers and a desire to help them succeed
Previous experience with streaming technologies a plus
Fluency in French is a plus

The position is full time, starting as soon as possible.
Apply by sending in your CV in English as soon as possible. Due to GDPR policies, we only accept applications through our career page.

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