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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and product knowledge management, with a strong ability to create documentation, training materials, and deliver effective user training sessions. Proficient in using ticketing tools and analyzing customer feedback to enhance support processes and improve customer satisfaction.
Highest-signal resume keywords
Level 1 Support ExperienceProduct Knowledge ManagementDocumentation CreationFluent French and EnglishStrong Functional Troubleshooting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTroubleshootingDocumentation CreationUser TrainingVideo ProductionWebinar DeliveryAutomationSupport Metrics AnalysisSaaS Environment ExperienceB2B Customer Support
Soft Skills
EmpathyStrong Listening SkillsOrganizational SkillsProactive ApproachCuriosity About Technology
Tools & Technologies
IntercomJiraHelp CenterTicketing ToolsLearning Management Systems
Industry Keywords
Customer CareCustomer SuccessProduct MarketingBusiness OperationsSupport Processes
About the role
Key responsibilities & impact- Develop in-depth product knowledge and act as a go-to expert for functional customer queries
- Own Level 1 support requests by clarifying needs, investigating problems, identifying root causes and providing solutions or workarounds
- Escalate issues to Level 2 with clear context and coordinate resolution updates
- Deliver premium customer support through timely responses, follow-ups and clear communication
- Create and maintain customer and internal product documentation, including Help Center articles
- Produce feature videos, tutorials and interactive learning materials
- Prepare and deliver webinars and user training sessions on product features
- Monitor and improve Intercom Fin AI to automate routine Level 1 queries
- Analyze recurring questions and customer pain points and share insights with Product and other teams
- Improve support processes, tools and workflows
- Use customer feedback and performance data to identify opportunities in response times, satisfaction, automation and feature adoption
- Collaborate with Customer Care, Customer Success, Operations, Product Marketing, Business Ops and Product
- Report to the COO
Requirements
What you’ll need- 2+ years of relevant experience in a customer-facing role
- Hands-on Level 1 support experience in a SaaS or IT environment
- Experience in product knowledge management and user training
- Experience creating documentation or learning resources
- Strong functional troubleshooting skills
- Hands-on experience with ticketing tools such as Intercom, Jira or similar platforms
- Excellent writing and presentation skills
- Ability to create videos, webinars or training sessions
- Fluent French and English, written and spoken
- Empathetic approach and strong listening skills
- Ability to explain complex topics simply and remain calm during urgent customer needs
- Autonomous, proactive and organized working style
- Ability to prioritize support requests alongside content and training projects
- Curiosity about technology and willingness to keep learning
- Experience supporting B2B or enterprise customers is a nice-to-have
- Experience using support and adoption metrics such as CSAT, first response time or automation rate is a nice-to-have
- Must be legally authorized to work in the country of application or be a citizen from the Schengen / EU zone
Benefits
Comp & perks- Compensation stated as €38–48k OTE (depending on experience)
- Structured three-month onboarding programme with dedicated coaching
- AI tools and training for day-to-day work
- Opportunities to progress towards a senior role
- International, collaborative environment with flat structure
- Hybrid working combining Paris office time with remote flexibility
- Excellent work-life balance with support initiatives
- Flexible remote policy for all employees