We are growing! We are currently looking to hire a System Support Specialist Lead for our office in Tunisia where you will be based.
Who we are:
Founded in 2006, our story started with two entrepreneurs. Today, we’re proud to be a global business. From Shanghai to Paris, we have 12 offices and operate across four continents in 70 countries. We are home to over 160 professionals from around the world, working together to serve more than 200 luxury clients.
At CXG, we love to evolve, elevate, and transform experiences while bringing brand promises to life. We offer strategic solutions that impact performance and elevate the customer experience of some of the world’s most iconic premium and luxury brands.
What you will be doing:
You will join a dynamic and fast-paced environment reporting to CXG’s Product Manager.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Here, passion, integrity and a can-do attitude are always top of mind. Your daily tasks will involve:
- Manage the support team’s day-to-day functions.
- Manage ticket queues and prioritize escalations based on established SLA's and resource availability.
- Formulate and revise support policies and promote their implementation.
- Train and educate the internal team (CSMs/ OP / new IT team joiners) on the digital products and the procedures we work with.
- Lead / participate in the onboarding meetings for CXG clients’ users.
- Keep track of users' feedback, deeply understand users' requests, promote product feature improvement and operational strategy optimization, and improve operational efficiency.
- Provide regular reports about Support team performance and workload.
- Provide timely and high-quality L1 and L2 Support including setup production environment for our clients and internal staff.
- Perform data testing and end to end testing.
- Able to understand and analyse the functional, performance, UI and technical issues raised by customers about our main digital products.
- Familiar with JavaScript, HTML, CSS and REST APIs
- Should be proactive in coordinating and communicating with Business/Development/QA to get issues resolved within the stipulated timeframe.
- Have the ability to understand business from customer perspective and help in expediting the process for better customer satisfaction.
- Liaise with other teams within and outside the Digital unit to negotiate dependencies.
Requirements
What you will bring along:
- Bachelor’s or above in Information Technology, Computer Science, or a related field
- Strong English written and oral communication and interpersonal skills
- Strong sense of customer service
- Expertise in JavaScript, HTML, CSS and REST APIs
- Strong computer literacy
- Working knowledge of applications being implemented
- Works well with others in an integrated team environment
- Management abilities
- Fast and independent learner
- Intercultural competence
- Self-motivated, curios, proactive and problem solver
- A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive.