Care Product Specialist
We are a dynamic and fast-growing startup in the HRTech industry, specializing in the development of Rise Up, a Learning Management System. Our platform revolutionizes the way organizations manage their training and development programs, with a strong emphasis on blended learning. With pillars such as personalization of learning and learning in the flow of work, Rise Up empowers our clients to deliver highly effective and engaging learning experiences.
What Will Rise Up Offer You?
🌟 Immerse yourself in the heart of innovation with Rise Up's Blended Learning Platform. Your journey here is more than a job – it's a chance to shape the future and contribute to a dynamic company.
💸 Our remote-friendly environment fosters work-life balance, while our competitive salary and benefits, including Alan Health Care insurance and Swile meal tickets, reflect our commitment to your well-being.
🎉 As part of our inclusive and collaborative team, you'll experience a narrative of growth and celebration. Fuel your creativity at our unlimited snack bar, engage in team-building activities in Paris, and participate in international conferences as we expand globally.
🚀 Choose Rise Up for a career that's both impactful and fulfilling, where every day is an opportunity to make a difference.
📢 About the Role:
The Support Product Specialist plays a pivotal role in bridging the gap between
our product and support teams. This position involves maintaining and updating
our internal knowledge base, help center, and support macros to ensure
accuracy and effectiveness.
- Liaise with the product team to obtain the latest product updates and ensure the customer support team is informed and trained on these changes.
- Regularly update the internal knowledge base, ensuring that all information is accurate, up-to-date, and easily accessible to the support team.
- Revise and maintain the help center content, ensuring it meets the needs of our customers and reduces the need for direct support contacts.
- Update and refine customer support macros to streamline response times and improve the quality of customer interactions.
- Analyze customer contact rates and support ticket data to identify trends and recommend product improvements or support strategies to reduce contact rates and ticket resolution times.
- Act as a subject matter expert (SME) for the product, providing guidance and support to the customer care team in handling complex inquiries or issues.
- Spend 20% of their time responding to customer inquiries via emails and chat
💡 What You'll Bring To The Team:
- Previous experience in a client service role, understanding the dynamics and requirements of customer support
- Excellent understanding of customer service practices and CRM systems.
- Strong analytical skills, with the ability to interpret data and identify trends.
- Exceptional communication and interpersonal skills, with a talent for conveying complex information in a clear and accessible manner.
- Demonstrated ability to work collaboratively with cross-functional teams.
- High level of initiative, with the ability to manage multiple projects simultaneously and adapt to changing priorities.
- Fluent in French and English, with strong communication skills in both languages. German would be a plus.
- Ability to multi-task, prioritize, and manage time effectively.
- Département
- Care
- Localisations
- Paris
- Statut à distance
- Hybride
- Type d'emploi
- CDI
À propos de Rise Up
La plateforme Blended Learning tout-en-un !
Rise Up permet de créer et gérer 100% de la formation. E-learning, gestion du présentiel et mobile learning s'articulent naturellement au sein d'une plateforme unique et multilingue.
Rejoignez l'équipe multiculturelle d'une entreprise en pleine croissance !
Care Product Specialist
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