Over 15 years, Famoco has become a reference in the field of new technologies.
How do we do it? By combining a mobile hardware and software solution under Android and putting it in the hands of companies through a secure SaaS platform.
Whether in France (Paris and Rennes), Belgium (Brussels and Liege), China (Shenzhen) or Africa (Abidjan) our teams share the same goal: to satisfy our more than 1500 customers around the world.
Famoco offers an inclusive and caring work environment, where all differences are taken into account and valued. We strongly believe that diversity makes our teams richer! We are for equal opportunities in hiring and this in a recruitment process that advocates diversity and inclusion, to ensure non-discrimination!
Our corporate culture can be summed up in 5 words: listening, benevolence, curiosity, challenge and results. And that's not all, we all share the desire to make the company grow and are always delighted at the idea of welcoming our new talents!
As part of the Customer Support team, you will play a key role in ensuring the satisfaction and loyalty of our customers. At the forefront of the user experience, you'll be responsible for assisting our customers, responding to their requests and contributing to the continuous improvement of our services. Your role is essential in ensuring customer satisfaction and optimizing the use of our solutions.
Your missions :
Customer Assistance & Support:
- Receive, analyze and process customer requests (level 1).
- Provide clear and effective answers to resolve problems encountered.
- Escalate complex tickets to the technical team or relevant teams.
- Ensure regular follow-up of requests and inform customers of their resolution.
Continuous Improvement:
- Identify recurring problems and propose optimization solutions.
- Contribute to the enrichment of internal and external documentation.
- Share customer feedback with Product and Technical teams.
Customer Relations & Quality of Service:
- Guide customers in the optimal use of our solutions.
- Gather and analyze their feedback to improve our products and services.
- Participate in setting up processes to guarantee greater customer satisfaction.
Requirements
What we are looking for:
- BTS/DUT in IT or equivalent.
- A first experience in customer support, ideally in a call center, is a plus.
- Excellent command of English (written and spoken) is essential to interact with our international clientele.
Technical skills:
- Good knowledge of Android technologies, computers and networks.
- Understanding of troubleshooting and connectivity principles.
Skills & Qualities:
- Excellent written and oral communication skills.
- Sense of customer service and ability to solve problems effectively.
- Organization, thoroughness and autonomy.
- Comfortable with ticketing and support management tools.
Why join us?
- An international environment where every day is a new challenge.
- A dynamic, caring team to support you as you develop your skills.
- Varied and progressive assignments to develop your expertise in customer support and new technologies.
- A healthy work/life balance, with the possibility of internal career development.
This position will require on-call duty
Benefits
- 50/50 remote
- A good health insurance (50% covered)
- Swile card (55% covered)
- Transportation (50% covered)
- A Coursera license for self-study throughout the year
- Premises in the center of Paris (4th arrondissement)
- Paid vacations
- Laptop according to your preferences (Mac or PC)
- Access to various Famoco events: Team Buildings, Game Nights, Apéro etc...
- Liberty Gymlib subscription : Sport and wellness activities
- Telework allowance: 300 euros per year
Recruitment process
- Phone screen with HR
- Meeting with the Customer Support Team Lead Meeting with the Technical Account Director
Our commitment to recruitment!
We pay very close attention to the applications of our future talents, and we treat them fairly and impartially in accordance with our values.
We receive a large number of applications, and it's always fun! Rest assured that your CV will not be forgotten ;) we make every effort to keep the application process as short as possible and maintain active contact with our candidates throughout the process.
We commit ourselves to process each application within a maximum of 15 days, after which time, if you do not receive any news from us, it means that your application has not been retained this time. The next one may be the right one!
All our positions are open to people with disabilities
