The Digital Product Department is developing an innovative SaaS platform adopted by hundreds of large customers globally. Within the Customer Success department in Mauritius, your role will be to take a large part in the adherence of the product within our customers and prospects globally.

• Become the platform expert and be the point of contact to a wide range of customer users globally  

• Daily assist the users of the platform by chat, mail or call on level 1 and level 2 requests 

• Escalating level 3 request and follow-up of the incident resolution 

• Collaborate internally with business, IT and finance team on problem solving 

• Train your client's staff and their selected partners to use our services and platform by organizing webinars, individual training sessions, day-to-day support and any other good idea! 

• Contribute to the improvement of our technical platform and services 

• Gathering  and escalating most common assistance request to the product development team so as to improve the platform overall 

• Contribute to the account management strategy in performing analysis of the received request and customer habits  
 

IDEAL CANDIDATE 
 
We are looking for passionate and curious new teammates able to demonstrate a strong customercentric attitude and willingness to take part to a great challenge! 

• Prior experience in support and customer success (strong plus for digital products or services) 

• Graduate in Communication, Management, IT or Business or similar studies 

• You have at least 1 year of prior experience in Administration, Customer Service or Support or Project Management and a good interest for digital products and the digital industry 

• Ability to tackle complexity and to pay attention to details 

• Excellent communication skills: good communicator, innovative, customer service oriented, proactive and responsive 

• Problem-solving skills • Being curious and eager to learn from scratch the functionalities of a SaaS product 

• Fluency in French and English, both spoken and written (Mandatory - other language is a plus) 

• Ability to work in a team and autonomously