Teractys - Customer Support & Client Relations (M/F)

We believe in the human, trust the one who knows and build together.

Company presentation

Teractys is the publisher of the Lumys Scolaire (https://lumys-scolaire.photo/) and Lumys Photo (https://lumys.photo/) software solutions, innovative tools designed for professionals in school photography, event photography, and more.

As part of our growth, we are looking for a Customer Support & Client Relations Officer to strengthen our team.

This team member is responsible for managing and ensuring the quality of user support. They assist clients in using the company’s software solutions, ensure a smooth customer experience, and contribute to the continuous improvement of products and internal processes.

They work closely with technical, product, and sales teams to ensure customer satisfaction and retention.

Key Responsibilities

Customer Support

• Provide user support via phone, email, or ticketing tools.
• Diagnose functional and technical issues encountered by clients.
• Assist users in getting started with the software solutions.
• Deliver clear and educational responses.
• Escalate complex incidents to technical teams.
• Follow up on customer requests until full resolution.

Client Relations

• Ensure a high-quality and smooth customer experience.
• Maintain a high level of customer satisfaction and retention.
• Collect customer feedback and identify areas for improvement.
• Handle sensitive situations or dissatisfied customers professionally.

Documentation & Continuous Improvement

• Write and maintain the knowledge base (user guides, FAQs).
• Contribute to improving support processes.
• Identify tool limitations or malfunctions and suggest improvements.
• Contribute to product development by sharing user needs and feedback.

Internal Collaboration

• Work closely with product and technical teams to resolve issues.
• Participate in feedback sessions and improvement projects.
• Test product updates and report user feedback.

Cross-functional Responsibilities

• Contribute to reporting on completed work and product evolution.
• Regularly communicate with management regarding progress and support needs.
• Comply with IT security and data protection policies.

Profile Sought

Skills

• Strong customer service mindset and excellent client relationship skills
• Excellent written and verbal communication skills
• Ability to explain technical concepts in a simple way
• Organization, attention to detail, and autonomy
• Analytical thinking and problem-solving skills
• Teamwork and cross-functional collaboration

Experience

• Experience in customer support or software support at an intermediate level
• Experience in a SaaS environment is a plus
• Experience working with professional (B2B) clients is appreciated

Additional Assets

• Knowledge of the education or photography sector

• Interest in digital tools

Practical information

• Human-sized company experiencing strong growth
• Close collaboration with product and technical teams
• Diverse and empowering responsibilities
• Remote work possible depending on organization
• Benefits: health insurance, works council, etc.

Location: Nantes
Contract type: Permanent contract
Start date: As soon as possible
Salary: Depending on profile

Employment type: Permanent contract
Salary: from €23,500 per year

Ability to commute or relocate:

• 44300 Nantes: Able to commute without difficulty or willing to relocate before starting (Required)

Education:

• Associate degree (Bac +2 – BTS, DUT, DEUG) (Optional)

Experience:

• Customer support: 2 years (Required)

Work location: Hybrid remote (44300 Nantes)