About us
CrossKnowledge is an online corporate education provider that deploys award-winning upskilling strategies to grow corporations’ employees at any stage of their career. CrossKnowledge offers a unique combination of premium digital content, a proprietary platform, and expert professional services to drive impactful digital learning outcomes. The company currently serves a network of over 300 corporate customers and 2.2m active learners around the globe.
Crossknowledge is looking for a Technical Support Analyst – based in UK, Germany, Belgium, Netherlands, or France (from our offices in Rueil-Malmaison or Sophia Antipolis).
Job summary
As Technical Support Analyst, you will handle level 2 support cases reported by both customer administrators and internal administrators of the platform (including CrossKnowledge consultants team members).
This role is all about serving our customers: you make a point of communicating clearly and efficiently with administrators, diligently following up on their requests, proactively seeking the necessary information to reproduce incidents, and delivering standard solutions tailored to their needs.
You will collaborate closely with the Software Development teams to reproduce bugs and provide fixes to the customer. You will coordinate with the Product team,Client Success, and Consultant teams to find and communicate the best solutions to the customer requests.
Key responsibilities
- Resolve Level 2 Support Cases: Address and resolve technical and functional issues for CrossKnowledge’s software products.
- Customer Support: Provide professional and high-quality service to CrossKnowledge’s platform administrators.
- Team Collaboration: Work with the development and client success teams to coordinate problem-solving actions.
- Proactive Support: Engage in root cause analysis, problem investigation and knowledge management.
- High-Priority Case Management: Take ownership of escalated cases as needed.
- Reporting and Escalation Management: Highlight trends, high-profile cases, and escalations requiring management attention.
- Project Participation: Contribute to projects aimed at improving support quality and processes.
Profile & Qualifications
- Education: Bachelor’s degree in Computing, Information Technology, or a related field.
- Experience: At least 3 years in Level 2 support, technical administration, case/incident management, or customer service.
- Technical Skills: Familiarity with web-based applications design, setup and client-side troubleshooting,
- Problem-Solving: Ability to analyze issues, identify root causes and propose workarounds or solutions.
- Communication Skills: Excellent verbal and written communication skills
- Language: Fluent in French and English. Portuguese is a strong complementary asset.
- Customer Service: Strong customer-centric approach with a focus on delivering high-quality support.
- International Experience: Experience working with global and remote teams.
Appreciated skills & qualifications
- Digital Learning Solutions: Experience with digital learning platforms.
- Technical Knowledge: Understanding of Python, PHP, or MySQL.
- Tools: Experience with Salesforce and Jira is a plus.
What we offer
- A competitive salary and benefits package.
- Opportunities for professional growth and development in a dynamic and innovative environment.
- The chance to make a meaningful impact on education and learning outcomes worldwide.
If you are a passionate and driven professional with a deep understanding of the edtech industry, join our team and help shape the future of learning.
Not sure if you meet every qualification? We still encourage you to apply!
We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths.
Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!