Product Support Specialist

Hello! 👋

At Factorial we are looking for a Product Support Specialist French speaker for our office in Barcelona to help us take the company to the next level. 📈

A candidate who shares our passion for excellence and approaches the technical support role with a user-first mentality. The perfect candidate is a technically skilled person with strong troubleshooting abilities and good organizational skills.

The Role 📜

• Learn the Factorial’s platform in detail
• Diagnostic and triage of complex issues and report them to the Development team
• Manage a queue of incidents in an effective way based on SLAs and defined prioritization formula
• Consolidate knowledge base to improve first-level resolution and workflows
• Help improve internal training for the Customer and Product Support Team
• Work alongside Customer Experience teams as a Main Point of Escalation
• Build reports and dashboards to track case trends and identify the top customer issues
• Help improve the Factorial product by suggesting enhancements

Your Profile 🧐

• 2+ Years Experience in a similar role, preferably in a SaaS company
• Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff
• Be able to communicate effectively with customers and internal teams.
• Highly skilled at researching, troubleshooting and solving complex issues Experience and understanding in the following technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plus
• Experience with ticketing system such as Jira, HubSpot is a plus
• Experience in monitoring and logging tools such as Datadog, Sentry, ES, etc
• Ability to work under pressure and adapt to a fast-changing environment
• Good team player, resolutive and proactive
• Passionate about the continuous improvement of processes, as well as excellence-oriented
• Fluent English and French are required for the role!

Perks of being part of our team 😏

1. Save expenses with Cobee 💰 and get your salary in advance with Payflow 💸
2. Healthy life with Gympass 🧘🏽‍♀️ and Alan as private health insurance 🩺
3. Language classes with Yolk Academy & Factorial Language exchange 👩🏽‍🏫
4. Syra and Apeteat discounts ❗
5. Breakfast in the office, organic fruit🍏 and free caffeine and theine☕
6. Flexible schedules ⏰, pet Friendly 🐶 and no dress code!😀

Is this you?! Come rock the world with us! 👌

Perks of being part of our team💆

We care about people and we also offer a lot of benefits for employees:

• High growth, multicultural and friendly environment 🤝🏽
• Alan private health insurance 🩺
• Healthy life with Gympass(Gyms, pools, outdoor classes) 🧘🏽‍♀️
• Save expenses with Cobee💰
• Language classes with Yolk Academy 👩🏽‍🏫
• Breakfast in the office and organic fruit 🍏

• Nora and Apetit discounts 🍱
• Free caffeine and theine ☕
• Pet Friendly 🐶

About Us 🚀

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and US offices.🌎

Our Values

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!