COMPANY OVERVIEWGenerix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert. Our 800 employees provide a daily support for well-known costumers, leaders in digital transformation of their Supply Chain.
Generix Group is present in more than 60 countries, through our 9 subsidiaries and our partnership network. Nowadays, our application services are used in more than 6.
000 companies worldwide.Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life! In a supportive environment, you can freely share and improve and skills and expertise.
Generix Group is growing along with its talents, so let s build our future together!Ready to join us the challenge of digital transformation of prestigious clients?
JOB DESCRIPTIONAs a Support Consultant, your will be working closely with the Service Managers, Sales, Project Managers, Consultants and R&D teams.
MAIN RESPONSABILITIESIncident Management : - Audit the effectiveness of the incident management processes and make suggestions for improvement, if applicable;
Control if the support teams handle correctly the incidents on the retails and cross-channel activities of the group;- Prioritize the incidents, arbitrations and escalations;
Monitorization of customer backlog incidents and performance of support team;- Ensure regular exchanges with Support, Project and R&D teams, as well with the customers;
Guarantee the supervision of performance metrics;- Elaboration of business reporting according to management needs.Supervision of Major Incidents : - Triggering of crisis management process : confirmation of the incident, establishment of a task force, identification of impacts and challenges;
Follow up of the incident : coordination of actions, arbitrations, escalations, if necessary;- Ensure the communication and documentation : internal and external communication, incident reports, among others.
Continuous Improvements : - Be the guarantor of the methodology, maintenance and improvement of processes : workflow, monitoring, reporting;
Problem management : identification of recurring incidents, follow up of action plans and support the coordination of teams involved in the problem solving;
Participate in cross-functional projects : namely in the definition of changes to the incident managements tools, collaborative tools, measurement of SLAs, documentation.
EXPERIENCE REQUIREMENTS- Studies : Technical Engineer / Superior Technician in a relevant area (Computer Science, Systems, );
Knowledge of Microsoft environment and Cloud (5 years);- Previous experience in Incident Management (at least 2 years) and Sales Force;
Knowledge of SQL;- ITIL Certification;- Good communication skills;- Fluency in French and English;OFFER- Attractive wages and benefits;
Excellent work conditions and environment (Centro Empresarial Lionesa).For more information, please check our website : www.
generixgroup.com / ptFor application, please send your CV to : generix.porto generixgroup.com