Customer Support Engineer

Il y a 3 mois

Paris, Ile-de-France Orchestra Temps plein

Descriptif du poste :


Nous recherchons un(e) Customer Support Engineer pour venir renforcer les équipes de notre bureau de Paris.


Au cœur de la relation client, vous serez le point d’entrée de notre service support en prenant en charge les demandes de nos clients / partenaires (N1), dans un objectif de satisfaction optimale et dans le respect des engagements de qualité de l'entreprise.

Vous apporterez votre assistance à nos clients et gérerez les demandes d’interventions et de services en veillant à ce que nos applications soient constamment au niveau de qualité attendu.


À ce titre, vos missions seront les suivantes :


  • La prise en charge des demandes clients / partenaires en répondant directement aux sollicitations via divers canaux (Ticketing Jira, appels, e-mails etc,.),
  • Le conseil et l’accompagnement clients / partenaires en gérant les incidents, en informant et en apportant de la visibilité sur l’avancement des demandes,
  • Le respect des priorités et consignes de traitement pour garantir les engagements de l‘entreprise,
  • Le suivi en interne des correctifs ainsi que la validation et livraison de ceux-ci avec les clients / partenaires,
  • Le paramétrage de notre plateforme logicielle dans le contexte d’un client / partenaire,
  • Le maintien des clients dans des versions récentes de la plateforme,
  • Le recettage des nouvelles versions dans les environnements des clients,
  • La participation active à l’amélioration en continu de nos process internes, en étant force de proposition,
  • La documentation et le partage d’informations utiles avec le reste de l’équipe Support Clients.


Vous serez susceptible d’utiliser les technologies et outils suivants : Jira, Confluence, Git, Intellij / Eclipse / SVN, Slack, Web Services (SOAP, REST) ; ainsi que les langages suivants : html / css, xml, json, sql



Profil recherché :


  • Vous êtes issu(e) d’une formation supérieure Bac +5 (École d’ingénieur, École de commerce, Universités) avec un fort intérêt pour le support technique, la relation client et les nouvelles technologies,
  • Vous disposez d’une expérience de 5 ans minimum en support clients dans une entreprise technologique ou Saas. La connaissance du secteur du tourisme est un plus,
  • Vous faites preuve d’un fort engagement envers la satisfaction client, avec une capacité démontrée à comprendre et répondre aux besoins des clients,
  • Vous avez une forte aptitude à diagnostiquer rapidement les problèmes techniques et à proposer des solutions efficaces,
  • Vous disposez d’excellentes capacités de communication verbale et écrite en français et en anglais : capacité à expliquer des concepts techniques de manière claire et accessible aux non-techniciens,
  • Vous avez un très bon niveau d’anglais
  • Vous avez un bon sens de l'analyse, de la rigueur et le goût de la qualité,
  • Vous êtes autonome, curieux, proactif et aimez le travail en équipe,
  • Vous souhaitez vous investir dans un secteur en continuelle évolution et qui présente une grande richesse technico-fonctionnelle,
  • Vous pensez être en mesure de nous surprendre et de nous accompagner dans notre évolution grâce à des propositions innovantes et pertinentes,
  • Vous possédez de bonnes capacités de réflexion et vous savez prendre du recul sur votre environnement.


À propos d’Orchestra :


Orchestra est une société leader et en forte croissance dans le secteur des technologies de nouvelle génération pour l’industrie du voyage.

Orchestra est un éditeur de logiciel qui propose à ses clients une plateforme SaaS dédiée au secteur du tourisme. Cette plateforme permet aux professionnels de produire, administrer, distribuer et gérer une offre complète de loisirs sur l’ensemble des canaux de distribution. Cette solution accompagne le développement des principaux voyagistes.


Rejoindre Orchestra c’est :

  • Être acteur d’un secteur en constante transformation ;
  • Intégrer une société mature et reconnue comme la plateforme de référence dans le secteur du tourisme ;
  • S’épanouir au sein d’une société jeune avec un fort esprit entrepreneurial où la prise d’initiative, les échanges directs, la flexibilité et l’ouverture d’esprit sont fortement valorisés ;
  • Participer à nos défis d’innovation continue et de conquête de nouveaux marchés à l’international ;
  • Bénéficier de l’accompagnement, du savoir-faire et de l’expertise de nos collaborateurs les plus expérimentés ;
  • Mais aussi profiter de notre localisation idéale en plein cœur de Paris, Place de l’Opéra.

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