CA
CareATCSupport Analyst I
Support Analyst I ensuring clinical teams have reliable technology at CareATC. Triage support requests and assist with desktop, printer, and application issues in a hybrid role.
GS
Hybrid Technical Support Engineer – Technical Support Manager
Posted 4 weeks ago
About the role
- Manage and process customer requests
- Receive, qualify and prioritize requests from multiple channels (hotline, support email, chat).
- Resolve straightforward cases directly or route complex issues to specialized teams.
- Monitor all tickets through to closure, ensuring necessary follow-ups and client communication.
- Collaborate with operations, R&D, product and QA teams to resolve incidents and improve processes.
- Define escalation and incident follow-up processes (level 1 → level 2/3).
- Encourage the collection of customer feedback to inform the product roadmap and continuous improvement plans.
- Implement KPIs / performance indicators (response time, resolution rate, customer satisfaction, workload by channel).
- Produce regular reports for the executive team / management: trends, blocking points, action plans.
- Prioritize improvement initiatives and oversee the team’s skills development plan.
- Define and document processes, guides and knowledge base (FAQ, internal articles).
- Identify recurring cases / patterns and implement standardized or automated responses.
- Ensure responses are consistently high-quality, with a "customer-first" approach.
- Participate in post-mortem reviews / incident analyses to capture lessons learned and prevent recurrence.
Requirements
- Minimum 3 to 5 years’ experience in a technical support or ticket management role, ideally in a SaaS / digital / tech environment.
- Experience managing a team or coordinating cross-functional work (a plus).
- Familiarity with ticketing / helpdesk tools (Zendesk, Freshdesk, Jira Service Management, etc.).
- Good understanding of technical concepts: APIs, JSON, XML, integrations, troubleshooting, software architecture.
Benefits
- Hybrid in Paris: 3 days in the office, 2 days remote per week
- Cadre contract and RTT (time-off in lieu): between 8 and 12 days per year depending on public holidays
- Mac or PC based on your preference
- Company covers 60% of meal vouchers (€9 per working day)
- €50/month contribution to training budget
- Comprehensive health insurance (Alan)
- Office located in central Paris (3rd arrondissement)
- Annual offsite with the whole team and numerous company events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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