Wiiisdom Looking for Technical Support Agent (F/M/X) Remote at Remote Full Time

Wiiisdom is a software editor whose mission is to make Analytics more reliable. Its software allows decision-makers to have confidence in the decisions they make on a daily basis.

With more than 600 prestigious clients worldwide, Fortune 500 and large institutions (Lockheed Martin, Fannie Mae, EPA, Orange, Harley Davidson, etc.) Wiiisdom is a real French success story.

Winner of the Deloitte Technology Fast 50, member of Numeum, French Tech Boston, and French Tech Lille, Wiiisdom has over 70 employees in France, the United States, Canada, and the United Kingdom.

Wiiisdom is positioned as a leader in the emerging AnalyticsOps market and covers technologies such as Tableau Software, SAP BusinessObjects, SAP Data Services, and Microsoft Power BI.

The company plans to integrate other modern Analytics technologies such as Qlik or Looker.

On the path from start-up to scale-up, it’s the perfect time to join us and help accelerate our growth.

Your mission?

Within a dynamic and multi-cultural team spread out between France and Canada, you will provide support to our customers and redirect them to the appropriate service when necessary.

Because Wiiisdom is in real motion with good growth forecasts (the release of new products on the market and the expansion of our customer list), you will strengthen the support team based in the EST time zone.

At Wiiisdom, we value work and human values equally. Being curious and showing a strong interest in our product portfolio can only lead to a successful evolution.

What will you do?

In an active environment, you will stay alert in order to:

• Respond efficiently and in a relevant manner to new incoming tickets
• Be able to distinguish between potential bugs and product misuse
• Ensure proper follow-up of all active tickets with your teammates
• Schedule and join calls with customers
• Report to your manager on a daily basis
• Participate actively in team meetings
• Enrich the support knowledge base by writing useful articles
• Gather intel on the actual use of the products by the customers

What do you need to have?

The following criteria are required for the position:

• You have a DEC or equivalent in Information Technology

OR 2-year experience in an application support service

• You are fluent in English
• You have excellent verbal and written communication skills
• You have good analytical and problem-solving skills
• You have good empathy and listening skills to temper situations
• You are punctual and well-organized

What can make a difference?

These criteria are an advantage however, they are not mandatory:

• You have some knowledge of French
• You are familiar with at least one of the BI solutions listed below
• You have some knowledge of SQL
• You are familiar with Apache Tomcat
• You have a good ability to summarize an exchange
• You know how to handle stressful situations

And an extra plus would be for you to know one of our products already!

Technical environment

• Zoho Desk
• Confluence (Atlassian)
• Conferencing tools including:

Google Meet
Microsoft Teams
GoToMeeting

• BI solutions including:

SAP BusinessObjects
Tableau Software
Microsoft Power BI

• Products developed by Wiiisdom including:

360Suite
Wiiisdom Ops

Job Type: Full-time

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: Remote