L1 Technical Support Engineer (French and English)

Diversity, Equity, and Inclusion

It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech.

About Taulia

Taulia is a fintech company that is part of the SAP group. More than 2 million businesses in over 150 countries collaborate on our network. Our customers include Airbus, AstraZeneca, and Nissan. We help them and their suppliers access cash when and where they need it most. Some of our customers have improved their working capital by more than $1 billion while making their supply chains more resilient and sustainable. For more information, please visit www.taulia.com

About the Job

We are seeking an exceptionally bright, multitasking, and self-motivated individual to help our customers be successful in using the Taulia platform by answering questions and troubleshooting any issues. The support is provided via web-tickets, emails, chats and phone calls.

This role requires superior attention to detail, the ability to meet deadlines, great organizational skills, and the ability to self-manage. A high level of integrity and discretion in handling confidential information is important, as is a good sense of humour.

Responsibilities

• Ownership of customer inquiries and issues reported;
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues;
• Provide prompt and accurate feedback to customers;
• Ensure proper recording and closure of all issues;
• Document knowledge in the form of knowledge base tech notes and articles;
• Meet defined Service Level Agreements and Key Performance Indicators (defined as part of the company’s goals setting process);
• Maintain phone, chat and email coverage during working hours.

Skills, Knowledge and Experience required

• Must be bilingual in French and English
• Good understanding of Information Systems at user and corporate level
• Minimum 1 year experience in a Helpdesk or Support Role
• Previous work experience in a B2B environment is highly desirable
• Excellent written and verbal communication skills in English, as well as other language as required
• Good problem-solving skills
• Good client-facing skills
• Availability to work outside typical working hours if needed
• Excellent team player, self-managed and self-motivated
• Mature and professional demeanor, attitude, and approach

Nice to Have:

• Understanding of the Procure to Pay process
• Previous work utilizing Salesforce or another Help Desk ticketing system is highly desirable
• Experience with SAP
• Familiarity with financial sector, finance terms and supply chain management
• Experience in the ‘Enterprise World’ working in an AR/AP function
• BS degree in Information Technology, Finance or equivalent
• Fluency in other European languages
• Knowledge in IT processes and best practices (ITIL, CobIT)