Technical Investigation & Escalation Specialist

Job description

About

AB Tasty is a global leader in AI-powered experience optimization solutions empowering brands using personalization, experimentation, recommendations, and search to build better experiences on their websites and apps.

Integrated into a single platform, AB Tasty offers web and API-based solutions that provide companies with a unified approach to facilitating seamless experiences for customers.

Brands use AB Tasty’s platform to align digital, e-commerce, and product teams on revenue goals by maximizing digital impact.

Founded in 2013, AB Tasty’s customer roster includes world-leading brands such as Kering, McDonald’s, Ulta Beauty, L’Oreal, Disneyland Paris, and LVMH among others. 

AB Tasty has 12 offices across the globe : North America, Europe, Asia Pacific (Australia and Singapore).

Job Description

AB Tasty is a global leader in AI-powered experience optimization solutions empowering brands using personalization, experimentation, recommendations, and search to build better experiences on their websites and apps. Integrated into a single platform, AB Tasty offers web and API-based solutions that provide companies with a unified approach to creating seamless experiences for customers.

Brands use AB Tasty’s platform to align digital, e-commerce, and product teams on revenue goals by optimizing and innovating digital experiences.

Founded in 2013, AB Tasty’s customer roster includes world-leading brands such as Kering, McDonald’s, Ulta Beauty, L’Oreal, Disneyland Paris, and LVMH among others. AB Tasty has 12 offices across the globe: North America, Europe, Asia Pacific.

Within the Professional Services department, working with a Senior Technical Support Manager, you will participate in client inquiry investigation and ticket board management that has only one goal: to ensure a fast, thorough and efficient solution to any issues that might occur in our tool.

You’ll be responsible for investigating the incoming client team inquiries, determining cause and solutions, or assigning a developer to fix the issue.

Contract and Location:

·  Permanent full-time contract

·  Paris Office (64-66 rue des Archives) 

·  Smooth remote work policy (up to 3 days a week)

What you will do:

·  Investigate and follow up on tickets through JIRA

·  Review and clarify ticket details, requesting missing information if needed

·  Identify the cause, prioritize issues, and handle priorities in time-sensitive situations

·  Perform data analysis and suggest solutions

·  Assign tickets to developers for technical patches

·  Collaborate with Client Success, Technical Support, Developers, and QA teams

·  Improve existing documentation

·  Provide feedback to the product team to improve AB Tasty products

What we look for:

·  You have a technical background and a desire to move into a more versatile role, or you have a business background with a strong interest and skills in technology 

·  You have a strong interest in software development and data management

·  You able to read and understand code (HTML/CSS/JavaScript)

·  You have strong problem-solving and organizational skills, the ability to multi-task and think outside the box to identify and solve problems

·  You are an excellent communicator, fluent in English, and have a working knowledge of French

What we offer:

·  Huge impact. AB Tasty is only as great as our team. By ensuring our clients' satisfaction, you’ll have a direct impact on the company’s success

·  No micromanaging. Be the owner of your effort - you’ll be one of the team and fully trusted to take responsibility for your tasks. You’ll have every incentive to make a real impact

·  International reach. Our audience is wildly international, and our team is too. Although our HQ is located in France, our company language is English

·  Continuous education. We offer many opportunities for each employee to learn and grow from a mix of professional and non professional topics

·  Unique career opportunity. By joining a fast-growing company that’s making waves in the tech industry, you’ll have a wonderful chance to enhance your learning and advance in your career faster than you ever thought possible

·  Lots. Of. Fun. Our incredible magic makers organize awesome events, such as team games, drinks, yoga classes, parties, and a company-wide retreat every year with employees from all countries gathering for 2 days of fun  

·  Remote working, flexible schedule. This isn’t a “clock in, clock out” company. We care about your productivity, not tracking every minute you’re on site. It’s up to you to always be responsible for your work, no matter where you are or what schedule you’re keeping

·  Time for yourself. After a year within AB Tasty, we offer you a day off during which we simply ask you to think about your career expectations with us. It's not always easy to find time for introspection and to envision what path can lead us to a happy career so we offer a Retreat Day as an opportunity to reflect on that. We not only aim to succeed, but also to make you succeed

Additional Information

·  Contract Type: Full-Time
·  Location: Paris
·  Possible partial remote