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Dashlane

Dashlane simplifies and secures your digital identity across all platforms and devices.

User Support Specialist (Tier 2)
Paris, FR
Job Description / Skills Required

We’re hiring passionate people to help us build a simpler, more secure digital future for businesses and individuals. Due to the ongoing public health crisis, our interview and onboarding processes will remain fully remote until further notice. At times like this, we’re even more committed to providing you support and flexibility while you interview and onboard for your new job.  

About Dashlane

The internet has become integrated with nearly every part of our lives, from work to personal to play. Yet somehow, it’s not getting any easier or safer—especially not when it comes to protecting and accessing sensitive info in a secure way. Dashlane is an award-winning app that lets you access and share business and personal passwords anytime, anywhere. 

Our business plans help organizations protect against data breaches and misuse through features like advanced user management, the ability to track security improvements over time, and a simple interface that employees will enjoy using. Our personal plans offer the same level of encryption and ease, so everyone can autofill their passwords, payments, and personal info with just a click. The Dashlane app works across every major operating system and browser—so every user can enjoy a simpler, safer internet.  

 Our team in Paris, New York, and Lisbon is united by our passion for improving the digital experience and the belief that with the right tools, we can help everyone simplify their online lives. Dashlane has empowered over 15 million users and 20,000 businesses in 180 countries to enjoy a faster, simpler, and more secure internet. 

About the role

Our Customer Support Team is here to help and to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. Day-to-day you will be handling queries from our customers through a wide range of channels including email, chat, and social media.

As a User Support Specialist L2 and one of the team's technical experts, your core mission will be to troubleshoot and resolve complex technical requests all the while delivering a memorable customer experience and maintaining a close loop with our Product and Engineering teams. You will also act as a prime point of contact to our first line of support, and work closely with the management team to facilitate queue management. 

You will be based in Paris, with English as your working language.

At Dashlane you will:

  • Respond to customer questions rapidly and clearly - this entails questions related to Dashlane product, customer account, billing and how to make the most of Dashlane
  • Take ownership of solving a wide range of customer problems that come through email, chat, and social media through effective probing and troubleshooting, including live screen share sessions with some users.
  • Assist with ticket escalations from Level 1 Support
  • Provide on the job support to Level 1 Customer Support Agents to guide them towards resolving requests and increasing their product knowledge
  • Troubleshoot and investigate our most complex technical issues that involve using logs and monitoring tools
  • Work closely with Product and Development teams to be the voice of the Customer Support Team during sprint planning and reviews
  • Create and maintain comprehensive guidelines related to the issues assigned to you.
  • Triage and bulk action requests when applicable
  • Manage the relationship with all internal stakeholders and our users
  • Communicate temporary workarounds when necessary
  • Escalate and raise bugs for technical issues that you cannot solve to the development/engineering team
  • Provide technical training to other team members and build an internal technical product knowledge database to leverage the team's productivity

To accomplish all of the above, you will have the opportunity to work closely with other internal cross-functional teams such as our Engineering, Development, Product, and QA teams. We are looking for people that are passionate about helping others, have an interest in technology, and the latest internet trends, are naturally curious and eager to join a fast-growing product. This is the perfect role for someone who already has a strong background or relevant experience in technical support and who has worked on project management roles. If you are this person, then our Customer Support team is the right fit for you! 

Requirements:

  • At least 2 years of experience providing technical customer support, preferably for a software or tech company
  • Experience effectively working on projects with cross-functional teams (including software developers/engineers and QA teams)
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Excellent spoken and written English. You’re able to communicate technical topics to customers and coworkers simply and clearly
  • Experience using Zendesk or other ticketing systems
  • Experience supporting different operating systems, both desktop and mobile
  • Experience in troubleshooting technical issues that can arise in software applications.

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in Paris and split between Paris, New York, and Lisbon—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs.

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane in this blog article written by our Talent team. Feel free to browse our blog to find more information about our product and how we work.