Support Agent

Our Support Team plays a critical role in the daily life of our customers. We currently provide e-mail assistance for all functional and technical questions and only operate asynchronously (email only).

As a Support Agent for the EMEA region, your mission will be to answer all queries from our French and English customers by email. You will work in full autonomy, your work will be judged on measurable results and while we have guidelines for style of writing, there is no script whatsoever and each individual can bring their own personal touch.

• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product 
• Become an expert in Trello & asynchronous communication 
• Discover the Support team and get to know the key stakeholders you’ll be working with
• Answer to written requests from clients (50% of the time)

• Start answering to written requests from clients
• Guarantee customer satisfaction and respect of our KPIs and SLAs 
• Get to know our product and all its features inside out

• Keep answering to written requests from clients
• Work autonomously to identify and document bugs and have them solved by the R&D team
• Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)
• Start handling our most valuable customers by becoming a dedicated agent for some of them.

• Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
• Become a subject-matter expert and treat escalations from your team members
• Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency

• 3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field.
• You master an array of troubleshooting tools and concepts
• You have basic knowledge of SQL for querying databases and resolving data-related issues.
• You bring a client-centricity mindset to everything you do
• You are a problem solver and a great investigator
• You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions
• Fluent English (US/UK) / B2 level or equivalent (FR)
• Enthusiasm for our working environment explained here:  https://bit.ly/Convexity_360L
• Basic proficiency in scripting languages like Python to automate common tasks and improve efficiency is a plus as well as an experience working with APIs, including troubleshooting and supporting clients after API integrations.

• Compensation: Package includes base salary, a variable component and equity
• Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. View our CSR charter: https://360learning.com/blog/corporate-social-responsibility-charter/
• Balance: Flexible hours, full remote work possible anywhere in France
• International team: Offices in London, New York and Paris
• Culture: A framework that will make you successful - envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

Who We Are

360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. Our learning platform combines collaborative tools with the power of an LMS, enabling high-growth companies to unlock learning based on collective expertise instead of top-down knowledge. 360Learning is the easiest way to onboard new employees, train customer-facing teams, and develop professional skills–all from one place. 360Learning powers the future of work at 1,500 organizations, including Toyota, Criteo, and Airbus. Founded in 2012, 360Learning has raised $240 million, with 300+ team members across New York, Paris, and London. You can learn more in this blog post from our CEO. 

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!