this consultation concerns the outsourcing of Level 1 user support for the Culture Pass

The support provides all users of the product (internal teams, beneficiaries, minor non-beneficiaries, major non-beneficiaries, cultural actors, socio-educational relays) with the answers and tools necessary to make the product experience as pleasant as possible. It helps to disseminate the knowledge of our users in all directions in order to ensure the most relevant evolution of the Culture pass.

For this mission, it is a question of carrying out level 1 Youth Support services of the Culture Pass, on the functional perimeter deployed.

Level 1 User Support

o User support must be provided in French.

O Answer all questions from users aged 15 to 18 and their parents

o It consists of unlimited assistance: by email, chat, Facebook, Twitter exclusively via the ZENDESK ticketing tool, in compliance with the procedures of the Culture Pass support