Support Manager – Level 2

• Handle level 1 and 2 support tickets via email, phone, and ticketing tool
• Analyze, classify, and prioritize tickets using a methodical approach
• Resolve standard cases using templated responses and FAQ redirection
• Analyze technical tickets using logs, databases, and diagnostic tools
• Escalate qualified issues to technical teams when necessary
• Follow up on resolutions with clients in coordination with Product and Tech teams
• Share knowledge with the team
• Collaborate with the Head of Support and technical teams

Requirements

• Excellent oral and written communication skills in French and English
• Great sense of service
• Curiosity and autonomy
• Fluency in German, Spanish, or Italian is a valuable asset
• Knowledge of web technologies, including browsers and development tools, SQL, JSON/REST, HTML/JavaScript, and a programming language
• Ability to analyze logs, databases, and diagnostic tools
• Familiarity with Zendesk, ClickUp, Homer, PuTTY, and Pagent
• Successful background check, including identity, educational credentials, and previous employment history

Core Competencies

Demonstrates strong analytical skills in resolving support tickets and effectively communicates in both French and English. Proficient in web technologies and familiar with various support tools to enhance customer service.

Highest-signal resume keywords

• Bilingual Communication Skills
• Web Technologies Knowledge
• SQL Proficiency
• Zendesk Familiarity
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• SQL
• HTML
• JavaScript
• JSON/REST
• Log Analysis
• Database Analysis
• Programming Language

Soft Skills

• Excellent Communication
• Great Sense of Service
• Curiosity
• Autonomy

Industry Keywords

• Level 1 Support
• Level 2 Support
• Ticketing Tool
• Technical Support
• Client Follow-Up

Tools & Technologies

• Zendesk
• ClickUp
• Homer
• PuTTY
• Pagent