Customer Support Officer

🤓 Lengow, an intelligent and automated e-commerce platform : Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc. The Customer Success team is responsible for providing functional and technical support to merchants to help them make the best use of the Lengow platform and deal with any issues. In this context, and in replacement of an internal transfer, Julian, our Customer Support Manager, is looking for a Customer Support Officer. ⌨️ Your main tasks would be as follows :

• Provide functional and technical support to our merchants and ensure their satisfaction in the daily use of our Lengow/ Netrivals platform (by phone or ticketing tool) in a considerate accurate, timely and qualitative manner,
• Ensure that merchants can use all the features offered by our solution
• Escalate issues to our Technical support team : Reproduce, qualify and write summaries of the various incidents,
• Suggest customer documentation updates or creation in order to reduce the need for assistance.
• Liaise with the customer success manager in order to report and alert them in case of difficulties in using Lengow.