Web Support Technician (Customer Success) - SaaS - Remote

Overview

The Web Support Technician contributes to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. This role involves providing technical support, documenting processes, and collaborating with various teams to enhance customer satisfaction.

In Short

• Deliver happiness to customers through email support.
• Guide customers through implementation and onboarding.
• Capture customer feedback for analysis and product strategy.
• Debug customer issues and maintain ownership until resolution.
• Document and improve internal processes and customer interactions.
• Become knowledgeable about web & mobile analytics products.
• Develop skills in cutting-edge web technologies.
• Lead occasional customer calls during evening hours.
• Ensure business value delivery from Matomo and InnoCraft.

Requirements

• Fluent in English and French.
• 5 years in Web Services Support, 1 year in IT Support.
• 1 year experience with JavaScript, jQuery, HTML, CSS, AJAX.
• 2 years experience with Linux and web servers.
• Experience with databases and SQL queries.
• Excellent technical troubleshooting skills.
• Experience with web analytics tools like Matomo or Google Analytics.

Benefits

• Remote work options.
• Co-working space paid for or work from home.
• All home office equipment provided.
• Flexible working hours.
• 25 days of paid holidays plus public holidays.
• Sick leave and health insurance.
• Training opportunities and mental health support.