Support Agent DE

Our Support Team plays a critical role in the daily life of our customers. We provide assistance for all functional and technical questions and operate asynchronously only (emails): no live assistance (chat, phone) is provided.

As a Support Agent for the EMEA region, your mission will be to answer by email to all queries from our German customers, our brand-new market. You will also have the opportunity to answer queries in English as well as in French if you speak this language.

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 brings her.his own personal touch.

Within 1 month, you will:

• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product.

• Become familiar with our company culture, Convexity, and asynchronous communication.

• Discover the Support team and get to know key stakeholders you’ll be working with

• Start answering simple functional tickets, with the help of other support team members. (50% of the time).

Within 3 months, you will:

• Get to know our DACH internal teams and clients.

• Get to know our product and all its core features inside out.

• Continue answering simple and medium functional tickets with the help of other team members, then on your own.

• Get familiar with our processes to identify bugs, report them to our Engineering team and review bug fixes.

• Guarantee customer satisfaction and respect of our SLAs.

Within 6 months, you will:

• Be able to answer most tickets on your own, including bugs and complex cases. Your colleagues will still be there to assist in case you need any help.

• 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 VIP customers by becoming a dedicated agent for some of them.

Within 12 months, you will:

• Contribute to the scaling of the team by 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.

The Skill Set:

• 3+ years of Support, preferably in B2B Saas environment. Tech Support experience or education would be a plus.

• You bring a client-centricity mindset to everything you do

• You are a problem solver and a great investigator

• You master an array of troubleshooting tools and concepts (API, connectors, log investigation).

• You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar in German, English, and French...

• You are fluent in English, as most of our internal communication is done in English. (B2 level or equivalent)

• You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions

• Enthusiasm about the idea of working in our Culture of Convexity

What we offer:

• 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.

• Balance: Flexible hours, full remote work possible anywhere in France 🏠

• Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝

• Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍

• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture:https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview Process:

• Phone Screen with our Talent Acquisition Manager

• Discovery Meeting with our EMEA Support Lead

• Case Study to do at home

• Clarification Meeting with a Support Agent and a Client Success Partner for DACH

• Culture Fit Meeting with our Head of Global Support

• Offer!

Who We Are

360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.

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!