MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Be a trusted advisor to clients, providing exceptional support and building strong, lasting relationships
- Proactively anticipate and respond to client needs, helping resolve issues and exceed expectations
- Help clients become more autonomous by guiding them through technical topics like HTML basics, APIs, and plug-in integrations (don’t worry, we’ll support your learning too!)
- Collaborate closely with Customer Success, Product, and Tech teams to ensure seamless service
- Identify opportunities for process improvement and contribute to client retention and satisfaction
- Support clients with issues related to our platform, including login problems, integrations, or setup challenges
- Translate technical issues into clear, actionable steps for both clients and internal teams
- When needed, escalate complex issues to the appropriate teams, ensuring full context is provided
- Participate in troubleshooting alongside technical teams, applying a working knowledge of HTML, APIs, and common email configurations like DNS and DKIM (training provided)
- Keep an eye on key KPIs (e.g., CSAT, first response time) and help us raise the bar
- Continuously develop your technical knowledge of the platform and tools we offer
- Build expertise in email marketing best practices, especially around email deliverability and related configurations
- Develop a strong understanding of DNS record management, email-friendly HTML, and API integrations to better support and empower clients
- We’re looking for someone with curiosity and a growth mindset — technical fluency can be learned, but customer passion is essential!
Requirements
- You are fluent in Spanish and French and has an advanced proficiency in English
- 2+ years of experience in Customer Service or Technical Account Manager, preferably in a SaaS company
- Strong ability to understand, manage, follow, and drive customers’ needs and strategy
- Excellent presentation, written, and oral communication skills
- Aptitude to explain and understand technical topics easily
- Ability to resolve issues and collaborate with all departments
- Autonomy, curiosity, and investigation are key in this position
- Knowledge of technical troubleshooting and APIs is a plus
Benefits
- RTT days off
- 50% public transport reimbursement
- Sustainable Mobility Package (whether you ride a classic bike or go electric, we support your choice to commute greener) and daily Swile meal vouchers (€12.50/day)
- Access to English classes and 155,000+ courses on Udemy
- Top-notch private healthcare (70% covered)
- 6-week second-parent leave
- extra time off if your child is sick and needs you
- Several services related to prevention, health and personal and professional well-being on Welii platform
- From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ communities, plus Work Council benefits via Leeto, all here to support what matters to you, inside and outside of work.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
BS
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