As part of the Customer Success Department, the International Customer Support is in charge of providing support to our customers and subsidiaries on our desktop and Cloud applications.
She/He is responsible for responding to customers and our technical Lectra worldwide employees and finding solutions remotely and in respect of the service contract commitments.
Duties And Responsabilities
Answer to
Customers
Analyze customer requirements and needs
Define solutions, identify quick corrective actions to be implemented, communicate technical requirements and suggest improvement actions through working methodologies
Escalate requests and bugs by supplying a detailed analysis of the issues
Provide feedback to customers and subsidiaries (curative but also proactive actions)
Respect procedures (response times, case treatment in the order of the queue list, check systematically the qualification of the call, close cases on time)
Follow procedures (response time, call priorities, call qualification according to the service contract)
Subsidiaries
Provide support to internal specialists from our subsidiaries.
Continuous monitor the on-going issues.
Communicate
Contribute to the knowledge base
Produce technical content
Write technical documents, FAQ for customers and other internal specialists in our subsidiaries
Organize workshops
Create tutorials on the application use or working processes
Develop business services
Identify business opportunities
Make proposals or forward information to the sales teams
Profil recherché
EDUCATIONMinimum Master’s degree in Information System, a first experience in customer support would be appreciatedOrganizational capacityReactivityRelationship intelligenceAbility to identify and assess the critical requestsAdaptation capacityShow initiativeShare information and know-howBEHAVIOURS AND ATTITUDESListening skillsDynamicAbility to communicate clearlyAbility to build constructive relationshipsPragmaticReliableRigorousLANGUAGESEnglish mandatorySpanish ou Deutsch
Niveau hiérarchique
Premier emploi
Type d’emploi
Contrat
Fonction
Technologies de l’information
Secteurs
Services et conseil en informatique
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