Customer Support Specialist (Saas)

About Signaturit Group, a Namirial Company

Signaturit Group, part of the Namirial group, is the European leader in secure digital transactions. Its cloud-native, unified and modular platform enables public and private organisations to manage the entire lifecycle of their digital operations: from identity verification and onboarding to electronic signatures, authentication, communications, fraud prevention, qualified archiving and electronic invoicing.

As a Qualified Trust Service Provider (QTSP) under the eIDAS Regulation, the group guarantees the highest level of legal certainty and regulatory compliance, anticipating initiatives such as eIDAS 2 and the European Digital Identity Framework (EUDI Wallet).

Following the integration of Signaturit into the Namirial Group in 2025, the company consolidates a multinational position with more than 250,000 customers, a presence in more than 90 countries, and a team of more than 1,400 employees. Headquartered in Italy and with a strong presence in Spain, France, Germany and LATAM and South-East Asia —the group combines global reach with local proximity to offer direct service to businesses and public administrations.

What you will do at Signaturit, A Namirial Company 🚀

Reporting directly to the Customer Support Manager and working within an innovation-driven team, you will be responsible for:

- Managing customer requests
- Ensuring compliance with the service level agreements (SLAs) defined in our customer contracts
- Monitoring platform activity
- Analyzing error/warning logs generated by the platform
- Analyzing and reporting on support activity: you will analyze incidents and propose sustainable solutions
- Improving the service Ensuring the quality of responses provided to customers, maximizing positive feedback in satisfaction surveys
- Documentation: contributing to the creation of online help articles, procedures, and operating methods

What we believe should contribute to your success in this context 🎯

• Bachelor's degree in Computer Science - 3 years experience in a similar position.

Technical skills:

• Proficiency with ticketing tools: Zendesk (macros, views, automations, reporting) and Jira.

• Ability to analyze logs and diagnose incidents.

• Windows and Office 365 environments.

• HTML, SQL, and REST APIs (a plus): reading data, running diagnostic queries, formatting articles, and making API requests.

Soft Skills:

• Strong sense of service and customer empathy.

• Excellent organization and rigor

• Analytical and synthesis skills.

• Effective collaboration with product, dev, and CSM teams.

• Teaching ability and clear writing.

• Strong organizational skills, excellent interpersonal skills, and a collaborative spirit

• Language: French and English are required; Spanish is a plus

Interview process (indicative, may require additional stages if required)

• HR Discovery Call (30 min)

• 1st interview with our business (direct report)

• Business case

• 2nd interview with our business & business case feedback

• Reference check

Why Join Us 🤝

• 👩🏽‍💻 Flexible hybrid work set up

• ⏰ Flexible working hours and A framework status with RTT

• 🏥 Health Insurance 100% covered

• 🍽️ Meal Vouchers (Ticket restaurants)

• 💂🏼‍♀️ Tailor-made onboarding and skills development program

• 📚 Access to specialized technical training platforms

• 🎂 Regular events to maintain a good atmosphere

• ✍🏻 Permanent role

• 💰 Annual base salary €35/38K€, depending on experience level.
  

Join Our Vision 🚀

Be part of Signaturit Group's journey to revolutionize digital transactions across Europe and beyond. We are excited to welcome fresh talent who are eager to make a meaningful impact in the digital world.

For more information, explore our website and discover how you can contribute to our mission.

* The use of the masculine gender has been adopted for ease of reading and is not intended to be discriminatory.