Job Description

In a challenging and multicultural environment, we seek a support role to join the customer success team.

Mission : This role will be a customer facing onsite role tasked with the responsibility of working with the customer for resolution of issues for the contracted products and ensuring that client expectations are addressed in a knowledgeable, professional and timely manner. She/He will work on requests, changes and incidents based on clients' tickets, using the documentation and procedures put in place.

You will mainly be responsible for:

Performing all run activities in respect of the processes, ensuring:

SLA and priorities are respected

Appropriate reaction, in line with the severity of an incident or escalation.

Troubleshooting is performed and a full root cause analysis is performed to understand the origin of an issue

Sending weekly status report to managers and escalating risks at the right time

Identification of root cause and making appropriate changes to remediate the issue

Escalate cases when needed to Development teams for a resolution.

Document issues and their resolutions for future issues of the same nature.

Follows up on the issue for resolution and documentation.

A thorough knowledge of business practices in use.

Responsible for communicating to customers in non-technical and polite terms, how reports or data are being managed.

Should be comfortable with direct communication with all levels of technical and business resources.

Assist with other Support department tools as needed.

Work as a team with resources across different locations.

Ability to look the data related to issues and identify hotspots where problem recur for purposes of focused remediation

Handling escalation on actions

Escalates to your Service Manager when needed

Collaborate between various teams

Continuous improvement of service

Ability to look the data related to issues and identify hotspots where problem recur for purposes of focused remediation

You will be expected to work from 9:00AM to 6:00PM on customer working days. She/He is expected to participate in planned activities during few week-ends, if necessary.

Profil

The position requires a minimum of 2 year relevant experience as a production support or a or development role. Experience in product organizations will be an added advantage. A Bachelor's degree in Engineering or Sciences.

Functional

Knowledge of CRM / SIS and the processes will be an advantage.

Knowledge of higher Education industry will be an advantage.

Technical

Knowledge of CRM / SIS and the processes will be an advantage.

Knowledge of higher Education industry will be an advantage.

Knowledge in SQL in MSSQL server will be an advantage

Other Professional Skills and Mind-set

Proficiency in French and English is a must.

Excellent listening skills to understand the problems reported by the customer.

Excellent trouble shooting skills.

Excellent verbal and written communication skills.

Excellent analytical and organizational skills.