Technical Support Specialist

As a Technical Support Specialist at Feedier, you will be the front-line advocate for our customers’ success. You are part of our Product Team. You’ll work closely with end users to troubleshoot technical issues, guide them through our Platform’s features, and ensure they extract maximum value from the Feedier Platform. Your deep product knowledge, empathy, and problem-solving skills will directly impact customer satisfaction and retention.

Key Responsibilities

You own the Support function with our support portal and knowledge base. This is a strategic work for the company’s growth, as it’s the entry door to continuous improvement and customer retention. 

What does it mean? 

1. Provide world-class customer support to our customers through email/calls.
2. Investigate bugs and technical challenges; collaborate with Product and Engineering teams to identify root causes and implement fixes. Concretely, it means daily communication with Customer Success, Product and Engineering teams. 
3. Capture customer feedback and feature requests; share insights with Product Management to drive roadmap priorities.
4. Maintain an in-depth understanding of Feedier’s features and integrations; continuously update knowledge base articles and FAQs.
5. Maintain and improve workflows / automations to reduce manual work around customer support.

What are we looking for?

• Problem-Solving. Strong analytical mindset, proactive in diagnosing issues and proposing solutions.
• Technical Skills. Familiarity with web technologies, RESTful APIs, SQL, and CRM/Help-desk tools (e.g., HubSpot, Intercom).
• Excellent written and verbal English and French. 
• Team Player. Collaborative attitude, comfortable working across departments (Customer Success, Engineering, Product) in a fast-paced startup environment.