Technical Customer Service Associate

Il y a 2 mois

BoisColombes, France Wolters Kluwer Temps plein

Position

Au sein du groupe Wolters Kluwer, l'activité Legal Software fournit une gamme de solutions logicielles pour les cabinets d'avocats, afin d'aider les juristes au quotidien à accroître leur efficacité et à prendre des décisions essentielles.

Intégré au Pôle Logiciels, vous évoluez au sein d'une équipe de 5 techniciens, enthousiaste, engagée et soudée.

Vous rapportez au Manager du Technical Customer Service de niveau 2

En tant que Technical Customer Service specialist, vous serez en charge du support produits au niveau 2 pour nos clients.

Vos missions-
- Réaliser le diagnostic du problème et apporter un conseil pour une résolution rapide,- La résolution à distance par un outil de prise de main si nécessaire,- En cas de non-résolution, transmettre les informations nécessaires pour une prise en charge de la demande par l’assistance de niveau 3, ou par un autre service,- Assurer le suivi des clients tout au long du process de résolution des incidents,- Suivre la demande, rédiger un compte-rendu, et communiquer au client le résultat de l’incident qualifié,- Assurer un relais des appels vers le service commercial pour les demandes n’entrant pas dans le contrat de maintenance,- Assurer des interventions directement chez les clients lorsque cela est nécessaire,- Contribuer à l’enrichissement de la base de données client par le référencement précis des questions des utilisateurs et leur traitement dans notre outil de ticketing,- Rédiger des supports d’aide ou articles de base de connaissance techniques et fonctionnels à la résolution des problèmes à destination des collaborateurs et des clients,- Participer à l’élaboration ou à la mise à jour de documentations/outils visant notamment à une meilleure formation des clients, en soulagement des appels hotline.- Être force de propositions d’améliorations des processus de traitement et résolution d’incident

Profil- De formation de type Bac+2/3 en informatique, vous justifiez 1/2 ans d’expérience en tant que technicien hotline sur logiciels professionnels.- Vous avez de bonnes connaissances d’un progiciel métier et idéalement de l’environnement Windows et Office.- Représentant de l’entreprise auprès des clients, vous avez un excellent relationnel et des facilités affirmées au téléphone.- Vous êtes reconnu(e) pour vos qualités d’écoute et d’organisation et possédez de réelles aptitudes pédagogiques.- Curieux(euse), volontaire et engagé, vous souhaitez vous investir sur un poste évolutif dans un secteur en perpétuel mouvement.- Langues : français courant, une connaissance de l'anglais est un plus- Localisation : Bois-Colombes (région parisienne) - flex-office

Langues : français courant, une connaissance de l'anglais est un plus

Localisation : Bois-Colombes (région parisienne) - flex-office

Contrat: CDD

Interéressé? Postulez en cliquant sur le bouton 'postuler'

Personne de contact:
Herbert Bakels

Sr. International Recruiter

E

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