The support consultant answers questions and analyzes malfunctions of the standard software reported by the correspondents of the customers (or partners) under the current maintenance contract. He is the guarantor of the company's image.
Main activities
- Check the authorizations of incoming tickets on the support platform (authorized correspondents and current contract)
- Collect and analyze technical and functional incidents
- Provide answers to questions about the standard use of the software that were not found by the customer or partner in the documentation
- Resolve incidents in accordance with SLAs with the support of the software development department
- Follow the incident from its opening to its resolution by respecting the processes and using the company’s tools
- Feedback from customers and partners for the functional and technical improvement of the software
- Identify and escalate customer and partner needs in terms of training, application upgrades, to transform them into business opportunities.
Complementary activities
- Participate in the process of updating standard knowledge bases
- Suggest changes in the standard documentation
Business skills* (in French)
- Have technical knowledge of :
- Java, JavaScript, SQL
- web technologies: J2EE, HTML, XML, CSS
- different DBMS
- different application servers
- Have or be able to acquire technical and/or functional knowledge:
- the company’s software
- the technical and functional architectures of the IS
- Have a good analytical mind in order to diagnose incidents and bring solutions to them independently or by relying on internal skills if necessary
- Demonstrate rigor and synthesis to formalize responses to customers or escalate the incident to the product development department
- Demonstrate pedagogy: listen, ask questions, know how to explain clearly and calmly and make sure you have been understood
- Know how to establish a lasting relationship of trust with clients
Competencies company*
- Commit to deadlines and quality and respect its commitments
- Have a sense of external and/or internal customer relations
- Be a team player and know how to work in a team
- To adapt, to be flexible while seeking efficiency
- To be a force of proposal, to dare, to have a constructive attitude
- Be able to express yourself in English, both orally and in writing
- Master the office automation tools
Internal relations
- Development team
- Sales Team
External relations
- Customers
- Partners
