Customer Support Specialist
il y a 2 semaines
Description du poste et Missions
L'équipe Customer Support est en relation directe avec les plus grands groupes Français et Internationaux du Retail, et a pour mission de réceptionner, diagnostiquer et suivre le traitement des incidents signalés par les clients, en tenant compte des niveaux de service contractuels.
Sous la responsabilité du Head of Customer Support, et dans un rôle d'appui à la production, vous serez également amené à traiter des demandes de service.
Dans ce cadre, vos missions seront les suivantes :
- Analyser, qualifier et résoudre les incidents dans son périmètre de compétence ;
- Escalader les tickets clients au bon interlocuteur (Intégration, Développements, Infrastructures, Data) le cas échéant ;
- Assurer le suivi du traitement des tickets jusqu'à leur clôture ;
- Coordonner les différents services impliqués ;
- Réaliser des tâches simples de paramétrage et d'intégration ;
- Documenter des tâches récurrentes et réalisables rapidement ;
- Identifier les tâches techniques récurrentes pouvant faire l'objet d'une évolution des solutions
En formation niveau Bac +3/4 en Ecole Informatique ou équivalent, vous justifiez idéalement d'une expérience de 4 à 5 ans sur un poste similaire.
- Rigoureux, et organisé, vous avez le sens du service et une véritable capacité d'analyse ;
- Vous savez vous adapter à divers environnements et utilisateurs ;
- Bonne connaissance d'Excel ;
- La connaissance de JIRA serait un + ;
- Anglais niveau B1 minimum.
- Tickets restaurants ;
- Mutuelle d'entreprise ;
- Possibilité de faire 2 jours de télétravail par semaine ;
- Environnement de travail stimulant ;
- Equipe jeune, dynamique et engagée ;
- Locaux agréables
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