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Technical Support Specialist, Level 1

Paris, France

We are looking for a Technical Support Specialist (Level 1) to join our Technical Support team in Paris. The Technical Support Specialist will be the first point of contact when users need product support.

Who are we?

Headquartered in Atlanta, GA, with offices in San Francisco, Paris, and Milan, AODocs is a global leader in Google Apps document management. AODocs allows “Google Apps for Work” customers to securely manage their documents from one place.

AODocs is a subsidiary of Revevol, a change management company that specializes in cloud IT solutions. A key Google for Work partner, Revevol has set up Google Apps for more than 450 clients around the world.

What do we do?

AODocs is a SaaS document management solution that is 100% integrated with G Suite. AODocs lets users manage their documents directly in Google Drive while centralizing data control, adding workflow and advanced search functions, and enhancing security.

Who are we looking for?

We are looking for a Technical Support Specialist (Level 1) to join our Technical Support team in Paris. The Technical Support Specialist will be the first point of contact when users need product support.

As a Technical Support Specialist, you’ll play an essential role in keeping our customers happy and successful. You’ll be tasked with minimizing any technical problems that they may experience when using AODocs. You’ll be our frontline troubleshooting expert who solves any and every issue.

Your responsibilities:

As a member of the technical support team in Paris, you will:

  • Support AODocs customers using a web and email-based support ticketing platform.
  • Be dedicated to the success and satisfaction of our customers.
  • Remotely assists customers over the phone and Google Hangouts.
  • Resolve customer issues or escalate them to level 2 support specialists.
  • Transfer more complicated requests to level 2 technical support specialists.
  • Contribute to FAQ articles in our Knowledge Base.

We are looking for people who have:

  • A minimum of 1 year of experience in a similar position, preferably at a SaaS software company.
  • Clear and concise written and oral communication skills.
  • Excellent organizational skills.
  • A dedication to customers.
  • An ability to manage different tasks and set priorities.

Extra skills we would appreciate:

  • Experience working with Zendesk and/or Jira.
  • Knowledge of G Suite and the Google Cloud Platform (App Engine, Datastore, etc.).
  • Additional languages outside of English and French mentioned above are a plus.

Ready to get started?