[Remote] Support Agent EMEA at 360Learning

Spain

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, TechnologyIndustries

Requirements

3+ years experience within tech support function role, preferably in B2B SaaS environment or bachelor’s degree in Information Technology, Computer Science, or a related field
Passion for learning and ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
Mastery of an array of troubleshooting tools and concepts
Problem solving skills and an investigator mindset
Ability to work under pressure and adapt to a fast-changing environment (multitasking, prioritization)
Basic knowledge of SQL for querying databases and resolving data-related issues
Experience with ticketing systems (e.g., Zendesk), monitoring service applications (e.g., Datadog), and basic understanding of HTTP APIs
Fluent English (US/UK) / B2 level or equivalent (FR). Ideally B2 level or equivalent in German
Enthusiasm for the working environment (Convexity)

Responsibilities

Answer all queries from French and English customers by email asynchronously
Within 1 month: Complete comprehensive onboarding, become expert in Trello & asynchronous communication, discover Support team and key stakeholders, answer written client requests (50% of time)
Within 3 months: Answer written client requests, guarantee customer satisfaction and respect KPIs/SLAs, master product and all features
Within 6 months: Continue answering client requests, work autonomously to identify/document bugs for R&D, contribute to support improvements (escalation process, crisis management, ticketing process, interfaces with other teams), handle most valuable customers as dedicated agent
Within 12 months: Assist coach with recruitments and help new joiners, become subject-matter expert and treat team escalations, improve processes/efficiency with automation solutions

Skills

Key technologies and capabilities for this role

Tech SupportCustomer SupportEmail CommunicationSaaSTrelloAsynchronous CommunicationTicketingBug ReportingFrenchEnglish

Questions & Answers

Common questions about this position

What does the compensation package include?

The compensation package includes a base salary and a variable component.

Is this a remote position?

The job description mentions a Work From Home allowance as a benefit, but does not explicitly state if the position is fully remote.

What skills are required for the Support Agent role?

Required skills include 3+ years in tech support (preferably B2B SaaS), passion for learning with client centricity, troubleshooting tools mastery, problem-solving, basic SQL knowledge, experience with ticketing systems like Zendesk, monitoring tools like Datadog, basic HTTP APIs understanding, and fluent English with B2 French (German ideal).

What is the company culture like for this role?

The role offers full autonomy with work judged on measurable results, no scripts allowing personal touch, asynchronous email-only support, and enthusiasm for their 'Convexity' working environment.

What makes a strong candidate for this Support Agent position?

Strong candidates have 3+ years in tech support preferably in B2B SaaS, technical skills like SQL, Zendesk, Datadog, and HTTP APIs, language fluency in English and French (German a plus), plus a client-centric, problem-solving mindset with ability to work autonomously under pressure.

360Learning

Corporate learning platform for employee upskilling

About 360Learning

360Learning provides a learning platform designed for corporate environments, focusing on enhancing employee skills through collaboration and artificial intelligence. The platform allows in-house experts to become learning collaborators, enabling businesses to efficiently upskill their workforce. It automates mandatory training processes, reducing onboarding tasks and promoting community engagement within organizations. The platform also features one-on-one video coaching, which is especially useful for sales teams, and offers accessible training for frontline staff on any device. Unlike many competitors, 360Learning emphasizes a collaborative approach to learning and has been recognized for its effectiveness in the corporate learning technologies market. The company's goal is to facilitate continuous learning and development within organizations while ensuring high standards of data security and compliance with regulations like GDPR.

New York City, New YorkHeadquarters

2013Year Founded

$235.7MTotal Funding

LATE_VCCompany Stage

Cybersecurity, AI & Machine Learning, EducationIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Sick Leave

Paid Holidays

Flexible Work Hours

Remote Work Options

Parental Leave

Risks

Integration challenges with eLamp's technology could delay new feature rollouts.

Economic uncertainties may impact 360Learning's expansion plans in North America.

Reliance on key personnel like Chris Bondarenko poses risks if leadership changes occur.

Differentiation

360Learning offers a collaborative learning platform leveraging AI for personalized learning.

The platform integrates with Salesforce and HR systems to align training with business goals.

360Learning's iterative training framework allows for constant course improvement by peer feedback.

Upsides

360Learning's North American operations grew 65% year-on-year, showing strong market demand.

Acquisition of eLamp enhances 360Learning's capabilities in AI-powered skills-based learning.

Increased demand for AI-driven personalized learning experiences supports 360Learning's platform growth.

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