This position is no longer available.

Operations Support Officer

Permanent contract
Paris
Salary: Not specified
No remote work
Experience: > 2 years
Education: Master's Degree

Qonto
Qonto

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Questions and answers about the job

The position

Job description

  • Follow up daily production KPIs and react to alert (card transactions failing or large bug impacting Android app…).
  • Monitor different data sources (Zendesk, Jira, etc.) in order to report incidents, raised and solved them according to their priority
  • Ensure the link between Operations, Tech & Product Teams to ensure key information is shared (priorities, ETA, new features, etc.)
  • Share an overview of incidents recently closed/currently happening
  • Help customer service agents investigate incidents with rigor
  • Write procedures and training documents for the team
  • Administer tools used by Operations team members

Preferred experience

  • You have a Master (Engineering, Business school or equivalent)
  • 1st successful experience as part of a Customer Service/1st & 2nd level application support
  • Without being a technical expert, you know coding basics, have a 1st experience in IT software development (SQL is a plus)
  • You are fluent in French and English (speaking and writing)
  • You are customer oriented attentive to detail & autonomous.
  • You have very good listening, sharing & investigation capacity
  • You like to communicate with different teams/profiles in order to get things solved sustainably
  • Knowledge of problem-solving methods (5Why, 4M, etc.) are definitely nice to have

Recruitment process

  • Video-call - HR interview (45min)
  • Onsite exercise (2h) and manager interview
  • Reference check
  • Final interview with the Head of Operations
  • Offer!

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