Customer Support Engineer
il y a 1 mois
Paris Area, France
Remote or Office Work
The Open Pricer Platform is used by major international logistics groups (parcel networks, road freight, e-commerce delivery). It is a key contributor to their financial performance through dynamic pricing¹. It also contributes to a sustainable supply chain by aiming to optimize the use of vehicles’ capacity.
We are an innovative European software company with offices in Paris, Barcelona and Dubai. We are quickly expanding internationally to support several thousand users in 30+ countries.
Our Delivery & Customer Success team is responsible for the setup, support and on-going improvement of the platform for our clients during the run phase.
**Your Missions**
Part of the Delivery & Customer Success team, you will be a Problem Solver in charge of the daily support of our installed base. You will:
- Be responsible for the 3rd level support (functional questions, incidents and change requests);
- Manage incident resolution in collaboration with the technical team and customer success manager: diagnostic, technical analysis, verification and delivery of fixes;
- Ensure compliance with the service level agreement agreed with each customer;
- Qualify, take in charge or coordinate the delivery of change requests and related documentation;
- Configure service desk tool and contribute to the improvement of procedures and tools involved in customer support;
- Report service KPIs and platform usage;
- Contribute to the quality of deliveries, in particular by enriching automatic test scenarios.
To enable you to quickly build your skills on the Open Pricer platform and understand the business needs of our clients, you will receive a two-weeks training course on our pricing methodology and technology in our office in Paris. You will then work closely with the team and receive additional training during workshops to become an expert in digital pricing.
1 Dynamic prices are calculated instantly, optimized for every transaction and frequently updated to reflect market changes.
**Your Profile**
- You graduated from an engineering school or equivalent;
- You have a former experience in software customer support;
- You can understand business requirements and analyze technical problems;
- You have an experience in JAVA (or equivalent language) and SQL;
- You have an analytical, logical and rigorous mind;
- You know how to manage priorities and meet deadlines;
- You can communicate fluently with clients in English and French;
- Knowledge of German, Spanish or Portuguese is not mandatory but will be appreciated.
**Our Added Value**
- A booming solution with high added-value for business success (price optimization) and contributing to a sustainable world (reduction of GHG and pollutants thanks to optimized use of vehicles capacity);
- A dynamic and innovative company on a human scale with international clients in high growth sectors (E-Commerce - Supply Chain);
- An exciting scientific environment around Data Science and Machine Learning;
- An opportunity to develop your career in a new and growing area of expertise;
- Great coworking spaces in the center of Paris (Wojo - Saint-Lazare), Barcelona and Dubai, and soon in Brazil and the United States;
- Remote work was in our culture before the Covid crisis as the team was already working from different countries and locations. We meet daily online and physically when needed to develop team cohesion, boost creativity and share knowledge. For this position minimum presence in the office is 1 day per week after the training phase. More extended office work is always available;
- Permanent contract ruled by Syntec Executives Agreement with attractive remuneration (fixed salary, bonus based on company performance, employee shareholding, travel allowances and restaurant coupons).
**Recruitment Process**
- HR Interview by external consultant
- Interview with Head of Delivery & Customer Success (in English)
- Technical test (online): JAVA and SQL - 1h
- Interview with CEO
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