Customer Support Specialist
Il y a 6 mois
**À propos de l'entreprise**:
ARISTID est une entreprise de technologie Française dédiée au secteur du retail.
Grâce à ses solutions logicielles « data centric », ARISTID accompagne les retailers Français et internationaux vers l’industrialisation de leurs opérations commerciales. ARISTID structure et enrichi la donnée « offre » des retailers dans des « data lake » sécurisés, et automatise la production de tout type de contenus promotionnels. Un dispositif indispensable pour diffuser des offres personnalisées à grande échelle via de multiples canaux.
**Description du poste**:
Le _Customer Support Specialist _est responsable du traitement des incidents de production remontés par nos clients. Ses compétences techniques lui permettent d’intervenir sur les incidents les plus complexes et d’accompagner les Customer S _upport Representative _dans leur montée en compétences.
**Ses missions principales**:
T **raiter les incidents de production**
- Qualifier les incidents remontés par les Clients ;
- Exiger des clients tous les éléments nécessaires à l’analyse ;
- Réaliser toutes les actions d’analyse en s’appuyant sur la base de connaissance à disposition ;
- Réaliser toutes les actions correctrices en s’appuyant sur la base de connaissance à disposition ;
- Clôturer les incidents en apportant aux Clients le meilleur retour possible (analyse, actions correctrices réalisées et plan de progrès le cas échéant)
- Dans le cas d’un incident complexe:
- Escalader aux équipes techniques (Delivery, Engineering, Product) en leur apportant le meilleur entrant possible (contexte, préanalyse, identifiants nécessaires à la reproduction de l’incident, etc.) ;
- Suivre et cadencer les actions jusqu’à la clôture de l’incident ;
- Prioriser les actions en fonction des Accords de Niveaux de Service ;
- Alerter le management en cas d’incident susceptible de conduire à une situation de crise ;
- Remonter aux équipes _Customer Success _et/ou _Product _les suggestions d’évolution susceptibles d’améliorer l’expérience utilisateurs.
**Accompagner la montée en compétence de l’équipe**
- Contribuer à la base de connaissance au fur et à mesure des nouveaux incidents résolus, des nouvelles solutions déployées et des montées en version produit ;
- Accompagner la montée en compétence des _Customer Support Representative _(formation, mentoring, etc.) pour favoriser leur autonomie ;
**Optimiser la production des services**
- Documenter les prestations de services (digital publishing, content management, etc.) afin qu’ils puissent être réalisés par les _Customer Support Assistant _;
- Superviser la production des services.
**Profil recherché**:
- Anglais
- niveau B1
- Une première expérience réussie dans un rôle similaire (chargé de service client, chargé de support IT, etc.)
- Capacités d’analyse et de synthèse
- Aisance relationnelle, à l’oral comme à l’écrit Sens de l’organisation et de la méthode
- Rigueur
**Informations complémentaires**:
- Contrat en CDI
- Poste basé à Clichy
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