Technical Support Specialist, Advance Workshop

il y a 1 mois

SaintHerblain, France Applied Software Technology Temps plein

Saint Herblain, France; Paris, France
- Technical
- 1299

**Job Description**:
**About Graitec Group**

Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.- The company is driving growth through 3 highly complementary activities:
- Value Added Reseller of Autodesk solutions
- Software Editor of a suite of products complementary to Autodesk solutions for the construction industry
- Services since Graitec is providing training, consulting and support on top of the products with a consistent focus on customer satisfaction.

Experts & Talents from all over the world.- Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meet our customer needs around the globe.- The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth & for sure impactful innovations with more than 25% of our teams in Research & Development.Strengthening our international leadership position.- We are honored to serve more than 100 000 customers worldwide to achieve more thanks to our technologies and to rank in Top 5 largest Autodesk Partner worldwide.- Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth & acquisition. This is why we are investing heavily on our upcoming transformation & reinforcing ongoing our teams globally.**About the Team Hiring**

You will be part of the Advance Workshop Soluion and working with a great team of technical staff bothin France and globally. Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you firstly settle into your role, but more importantly help you with your personal development.

**Overview**- **Key Responsibilities**
- Answering and fielding all support requests
- Escalation of high priority/specialist issues using Graitec’s helpdesk system
- Respond to support requests via multiple channels and following documented processes.
- Document support interactions in a company-wide case management system.
- Escalate unresolved issues to senior staff as required.
- Assess personal backlog of support requests.
- Engage with Graitec experts.
- Assisting clients in installing and licensing Graitec products
- Assigning and managing licenses for Graitec and other 3rd party products.
- Working in partnership with the sales team on specific customer technical needs
- Working with international customers

**Key Success Indicators**:

- 1st level support delivered in a timely manner - first answer in the first 24 hours
- o Easy and medium issues (12 to 24 hours)- o Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)- 2nd level support (internal) delivered in a timely manner - first answer between 24 to 72 hours
- o Easy and medium issues (12 to 72 hours)- o Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)- o Ticket backlog: low number of unresolved tickets in your queue- Stakeholder satisfaction: good level of feedback from stakeholders regarding communication and transparency for support and solutions (number of good/bad comments; perception of quality documents)
- High-quality solutions and analysis documents
- Good level of customer retention rate because of high-quality support and technical solution offered (0 customers lost as a consequence of poor-quality support)

**Responsibilities**
- What you must have done already:

- A minimum of 2 years in a similar position
- Experience in ticketing systems and remote access tools
- What is nice to have done already:

- Experience in windows support, including RDP/RDS

**Qualifications**
- Ability to speak fluent English and French
- Results driven, focused on delivering quality work.
- Very good problem solving & troubleshooting skills.
- Attention to details.
- Excellent interpersonal skills, including, telephone and written communication skills.
- Professionalism, personal integrity, and reliability
- A positive ‘hands-on’ work ethic
- Initiative and enthusiasm guided by mature sense of judgement
- An adaptable and flexible team player

**Interview Process**

***
**We are looking for talents that will enjoy, live and accelerate our culture and values.**

At Graitec, We work together locally & globally with an
- **Entrepreneurial mindset**. As entrepreneurs, we are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better under

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