User Operations Specialist - French Speaking

  • Location
    • Dublin
  • Date Posted
  • Dec. 14, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

About The Role:

You will be working closely with our engineers and customers to resolve the most complex tickets. You will also help build out systems and processes to manage tasks from report to completion. You will be problem solving with our technical teams and working to resolve as much as you can while scaling our systems.

What You’ll Achieve:

  • Be responsible for responding to all tickets within the French Enterprise inbox
  • Work closely with customers to solve CX Tier 3 support issues across all specialties
  • Rotate across Tier 3 inboxes based on team needs
  • Reproduce customer issues, perform initial triage and file software defects with Engineering
  • Respond to high priority customer issues from our Escalation queues
  • Work cross functionally with technical support, engineering and product to build processes and manage issues
  • Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
  • Participate in an on-call rotation to assist customers outside of normal working hours
  • Manage to key performance metrics defined within Global Support

Skills You’ll Need to Bring:

  • You have at least 2 years of experience working in Support, technical support, customer success or similar team
  • You are deeply passionate about customer experience and making life simpler with technology
  • You have strong communication skills and can work with both technical and non-technical audiences
  • You have strong analytical, debugging, and problem-solving skills
  • You are able to balance user expectations while understanding policies and compliance boundaries
  • You are able to work under pressure and remain focused, confident and professional
  • You are able to collaborate effectively with peers and across teams that are located in multiple offices
  • You are fully proficient in spoken and written English and French

Nice to Haves:

  • You have experience troubleshooting SSO, SAML issues
  • You have strong, in-depth knowledge and experience troubleshooting desktop operating systems - Microsoft Windows, macOS
  • You have strong knowledge of Linux, basic scripting, APIs, NoSQL, Nginx, MySQL and similar open source technologies
  • Knowledge of and experience using one or more of the following languages - Python, Go, C++ or Java

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Notion.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation made due to a disability, please let your recruiter know.