Customer Support Desk

il y a 3 jours


Strasbourg, France AVA2I Temps plein

Dans le cadre de notre croissance, nous recherchons un Customer Support Desk pour renforcer notre équipe de support client.En tant que Customer Support Desk, vous serez le point de contact privilégié pour nos clients. Vos missions incluront :Gérer et traiter les demandes clients par téléphone, e-mail ou via notre portail dédié.Diagnostiquer et résoudre les incidents techniques liés à nos solutions (logiciels, matériels, services).Escalader les problématiques complexes aux équipes internes (R&D, technique).Assurer un suivi rigoureux des tickets ouverts dans l?outil de gestion des incidents (ServiceNow ou équivalent).Communiquer de manière proactive avec les clients pour les tenir informés de l?avancement de leurs demandes.Produire des rapports réguliers sur les performances du support et les incidents récurrents.Identifier et proposer des axes d?amélioration pour les processus de support.Collaborer avec les équipes techniques pour enrichir la base de connaissances.Participer à la formation des nouveaux membres de l?équipe ou des clients sur nos solutions.Profil candidat:Bac+2 minimum en informatique, systèmes d?information ou équivalent.Une première expérience (1 à 3 ans) dans un poste similaire, idéalement dans un environnement B2B.


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