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
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.