Customer Operations Support Specialist

What youll do & learn

As a Support OperationsSpecialist at Pelico you will play a vital role in providing exceptional technical assistance to our valued customers and maximising the impact of the Pelico platform for our users.
Your primary responsibility will be to address and resolve customer issues related to our software platform ensuring their satisfaction and successful utilisation of our product.


Mission & Responsibilities

Customer Communication: Serve as the first point of contact for customers. Provide timely and accurate responses to customer inquiries ensuring compliance with SLAs and enhancing customer satisfaction.

Customer Impact: Generate a significant impact on industrial performance in the clients plants by helping users leverage the platform.
Help in building the best customer journey to create the most effective selfservice journey

Issue Analysis and Resolution: Utilize indepth product knowledge to analyze customer requests identifying and addressing their needs effectively.

Technical Escalation: Promptly identify and escalate technical issues to relevant internal teams for resolution facilitating efficient problemsolving take ownership of each issue and persistently follow through until it is resolved.

Process Management: Oversee and manage all aspects of the customer service process including the use of customer request tools FAQs knowledge base articles tooling and automation initiatives.

Procedure Adherence: Ensure strict compliance with all company and departmental procedures maintaining high standards of service delivery.

Team Support and Collaboration: Offer continuous support and assistance to internal teams fostering a collaborative environment. Skilfully interact with various departments (Technical Data Product Sales Marketing IT etc.) to facilitate comprehensive support and resolution strategies.

What you embody

• Analytical mind and capacity to apprehend and solve complex business problems.
• Datadriven in your decisionmaking
• Proven experience in a customer support role preferably in a software company/technical environment.
• A highly motivated selfstarter who is ready to investigate shake sweep customer requests and meticulous attention to details with high appetite for data
• Demonstrated commitment to a customerfirst mindset prioritizing impactful outcomes for users.
• You have the willingness to create a strong clients satisfaction & genuinely love helping people and solving problems
• Ability to manage many issues at the same time comfortable in priorities & followup actions
• Youre bilingual French and English (verbal and written able to handle technical conversations).
• You are autonomous results oriented and you excel in stimulating environments.
• Team player and collaboration is essential to you.
• Passionate proactive and involved

Pelico promotes inclusion and nondiscrimination and acts daily in favuor of social mix gender equality senior citizens & disability.

Pelico promotes inclusion and nondiscrimination and acts daily in favour of social mix gender equality senior citizens & disability

What we offer

Join an exciting adventure with a lot of challenges at all levels!

• Work on a highly impactful product that users love!
• Office location at the heart of Paris (75002)
• Stock Options for every Pelican
• Remote flexibility & 6 weeks of Work from Anywhere
• Premium health coverage : Alan Blue
• 50% meal allowance: 10/day worked (Swile card)
• 50% public transportation or equivalent in sustainable mobilty package
• Team events every quarter