Descrição da Função
JOB DESCRIPTIONEnsure the resolution of incidents, for the solutions installed at the customers' premises, within the deadlines and the defined contractual framework.
MAIN RESPONSABILITIES - Creation and processing of customer requests;- Analysis, diagnosis and resolution of customer incidents;
Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
Carry out the necessary actions for the first analysis of the incidents, to solve the level 1 incidents in the respect of the SLAs.
Offer workarounds and make patches available to customers;- Manage the relationship with the customers, carry out the necessary and adequate communication with them for the declared incidents and requests until their resolution;
Escalate incidents and requests requiring the intervention of another department to higher levels;- Transmit out-of-order requests to appropriate services;
Follow escalation instructions and information management of any critical incidents;- Understand and apply procedures and instructions.
EXPERIENCE REQUIREMENTS - Computer training or first experience in IT / support;- Prerequisites : analytical capabilities.
ex : analyze the causes of an incident);- Supply Chain business knowledge;- Ideally WMS product knowledge;- Knowledge of SQL;
Ideally first experience in the customer relationship (ex : commerce, tourism, etc.);- Prerequisites : writing skills and synthesis skills;
Ability to work in a team and to be autonomous;- Be able to apply the instructions and procedures given;- Fluency in French (speaking and writing) is required.
OFFER- Attractive wages and benefits;- Excellent work conditions and environment (Centro Empresarial Lionesa).
Política de Trabalho Híbrida