Web Customer Support Specialist (They/She/He) - Paris

A friendly work environment.
Individual career path and development possibilities (internal/international mobility)
Telecommuting and freedom to manage their schedules.
Udemy access. And individual training budget.

MotorK is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any kind. Our company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MotorK are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, age, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Web Customer Support Specialist (They/She/He) - Paris - Motork

Seniority Level: Associate

MotorK is the leading technology company in Europe providing digital solutions to automotive dealers. We empower car manufacturers, dealers, and service centers to improve their customer experience through a broad suite of fully integrated digital products and services. Motork offers CRM solutions, Dealer Website development, Stock Management, Lead Generation, Digital Reputation Management solutions, and more.

With an innovative combination of digital solutions, SaaS cloud products, and the largest R&D department in the digital automotive industry in Europe, MotorK serves 90 percent of car brands. Founded in Italy in 2010 and backed by leading investment firms 83 North and Zobito, MotorK has offices in Italy, Spain, France, Germany, the UK, Portugal, and Israel.

MotorK has been recognized by multiple organizations as one of the fastest-growing tech companies in Europe – including Euronext TechShare, Tech Tour 50, Technology Fast 500 EMEA, and the FT 1000. MotorK has been a publicly traded company since 2021.

Responsibilities:

Responding to customer requests in a timely and accurate way, via email, and internal tools.
Identifying customer needs and helping customers use our products, in accordance with our guidelines
Take care of a customer request: from the beginning to the complete resolutions (due date, SLA, changes and deviations, ...)
Follow up with customers to ensure their technical issues are resolved.
Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
Share feature requests and effective workarounds with team members.
Gather customer feedback and share it with our Product, Sales, and Marketing team.

We expect the ideal candidate to follow this growth path and acquire the following skills:

High level of knowledge of the product and support of internal procedures.
Able to work on all types of requests.
Internal reference for the team for a specific product.
Able to lead meetings with internal stakeholders/cross country.
Able to manage support on more than 1 product.
Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
Share feature requests and effective workarounds with team members.
Independent in leading meetings with clients / in the usage of the tools.
Autonomous in the own organization's time.

Requirements

2+ years of experience in Customer support.
Experience in using remote support tools (Zendesk..).
Experience in digital/web environments.
Excellent communication and problem-solving skills.
Multi-tasking abilities and patience when handling tough cases.
French mother tongue, good knowledge of English.

Nice-to-haves

Basic knowledge of SQL and JSON structures (XML/CSV formats).
Knowledge of the automotive sector.
Knowledge of WordPress, MTK e Google Analytics.
Knowledge of HTML and web standards.

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