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MAPP Digital career site
Technical Support · London, Paris · Hybrid Remote

Bilingual (English/French) Frontline Technical Support Analyst

WHAT YOU WILL DO:

Mapp is seeking a bilingual Frontline Technical Support Analyst speaking English and French, based in one of our country locations, to support our clients using Mapp Cloud products. You are responsible for resolving technical issues and questions submitted via the customer portal or hotline with a high level of customer satisfaction.

The successful candidate is a customer-oriented, hands-on problem solver, delivering exceptional customer service and meeting our technical support targets, in a cross-functional environment.

You will be the initial point of technical support contact for our clients in our global, two-tier Technical Support organization, comprised of Frontline Support and Advanced Technical Support. This role reports to the Manager, Frontline Support & Technical Coordination.

  • Manage Frontline technical support tickets raised through our support portal.
  • Investigate, reproduce, and resolve technical issues.
  • Interface with our Customer Success, Implementation and Advanced Technical Support teams.
  • Educate and assist customers on basic use cases and best practices for Mapp Cloud solutions.
  •  Analyse technical issues and roll learnings back into our training and education resources.
  • Build relationships internally and externally.

THE ASSETS YOU BRING TO THE TEAM:

  • Fluent spoken and written English and French.
  • At least 1 year experience in online software / SaaS support.
  • Great analytical, troubleshooting and communication skills.
  • Good knowledge of HTTP, DNS and SMTP/emailing.
  • Basic knowledge of SOAP and REST webservices, XML. Knowledge of SQL and Linux/Unix command line are a plus.
  • Able to communicate technical solutions to non-technical clients and colleagues.


Department
Technical Support
Locations
London, Paris
Remote status
Hybrid Remote
Employment type
Full-time
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Contact Rhys Leach

About MAPP Digital

Emerged from Mapp’s successful cross-channel marketing solution and Webtrekk’s proven customer intelligence tool, we have created an insight-led customer experience platform – unlike anything in the market. Mapp has offices all over the world, including USA, London, Paris, Berlin, Munich and Milan. More than 250 employees around the globe work on Mapp’s technology to provide customers with actionable marketing insights that will help them deliver exceptional customer experiences. At Mapp, we also encourage employees to push the limits on what we deliver, both as individuals and as a company.

Do you want to shape the future of marketing with us? If you’re tech-savvy, love helping customers be successful with technology, and always hunting for the next big deal, we want to have you on board!

Founded in 2016
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Technical Support · London, Paris · Hybrid Remote

Bilingual (English/French) Frontline Technical Support Analyst

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