Customer Care Expert

Our Company

Training Orchestra is the pioneer and leader in SaaS solutions for training management. We help organizations optimize their training activities.

Our solution is used by more than 600 clients located on most continents 🌎, mainly Training Organizations and HR/Training departments of large companies such as Carrefour, Dell, Schneider Electric, United Airlines, RATP and l'ANSSI.

As the only European EdTech 📖 recognized as a Strategic Leader in the Fosway 9-grid barometer, and with strong double-digit annual growth, we are constantly looking for new talents to bring their expertise and evolve in an international and innovative environment.

The Customer Care team provides assistance to clients and ensures their operational satisfaction.

🎯Your mission

As a Customer Care Expert, you will be responsible for a client portfolio and will provide long-term assistance around 3 main actions:

> Incident resolution

• Qualify, analyze, and process incidents
• Define action plans and ensure follow-up until full resolution
• Ensure the follow-up of anomalies over time until their final closure.
• Be the guarantor of compliance with client SLAs

> Identification of fundamental evolutions to be brought to the solution

• Qualify and analyze the additional needs expressed by clients
• Identify potential resolutions to satisfy them in collaboration with the Product team
• Contribute to Road Map arbitrations

> Client Support

• Advise Clients on the use of the solution
• Provide "user coaching" operations
• Write operating procedures to enable them to be effective
• Ensure the sustainability of the delivered configurations

⛹🏽‍♂️Your strengths

To do this, you have the following professional experience:

• Bac+2 degree from a business school, engineering school, or other
• Minimum 2 years of successful experience in a similar position
• Previous experience within a software publisher or in the field of training management will be valued

Your main assets:

• Fluent English and if possible a third language
• Excellent communication skills (written and oral)
• Dynamism and reactivity
• Technical curiosity, analytical mindset
• Comfortable in emergency situations
• Autonomy and team spirit

🙋‍♂️Why join us?

Based in the center of Paris 🥐 in the 8th arrondissement (near Auber - St Lazare), you will work within a multicultural, human-sized team that promotes autonomy and proactivity!

We are committed to the skill development of our employees in order to improve their expertise and thus facilitate their evolution toward strategic positions in France and internationally.