Support Manager

il y a 2 semaines

Cergy, France 2CSI Temps plein

Support manager (h/f)
- Cergy

Reference number: ENG-CER-RESPS

Comarch, already well known in the IT industry, has more than 7,000 employees worldwide and a turnover of 355 million euros. Comarch is present in 33 countries around the world with a strong concentration in Europe, as an editor, integrator and host of IT solutions for the Retail, Industry, Health, Telecom, Travel and Finance sectors.

Comarch France, a subsidiary of the Comarch group, has been supporting French companies in their digital transformation since 2005 and participates in the creation of opportunities through the development of innovative and meaningful technologies in 3 main areas
- Retail: through Unified Commerce, POS, Back office and store mobility, e-commerce, Loyalty, Gamification, Business Intelligence,...
- Health, particularly in the field of telemedicine: connected objects, remote monitoring, teleconsultation, electronic patient records, etc.
- Trade & Industry: with ERP and Electronic Data Interchange solutions.

Comarch France also offers hosting solutions.

In the framework of its growth, Comarch is recruiting a support manager (M/F)

YOUR MISSIONS

Under the direction of the e-health business unit director, the support manager is in charge of ensuring the quality of service and the satisfaction of e-health customers, on the PSAD or HIS part. This is a cross-functional role. He/she is responsible for the organization, monitoring and execution of customer support. He/she will supervise the work of the support team and will demonstrate a high level of reactivity to resolve malfunctions as well as excellent communication skills.

Your main missions will be:

- Document and ensure compliance with ticket processing procedures
- Assist customers on site during project start-up and in the use of the solutions
- Analyze malfunctions, identify causes and propose solutions.
- Provide technical and functional assistance to customers and the support team.
- Manage problem escalations and resolve them as soon as possible.
- Participate in the implementation and monitoring of business indicators to optimize support processes.
- Coordinate with the development and maintenance teams to report anomalies and ensure that bugs are resolved.
- Ensure the updating of technical and functional documentation.
- Ensure regular reporting to his/her hierarchy
- Manage and lead the support team
- Accompany the team's growth in skills

YOUR PROFILE

You have a minimum of 5 years of higher education, ideally with a specialization in IT;
You have a confirmed experience of + 5 years on the support;
You have a good knowledge of ticketing and documentation tools (jira, confluence...)

You are perseverant in achieving your goals and organized;
You have a good sense of customer relations

You are fluent in English.

Knowledge of the hospital or e-health sectors would be a plus;
WE OFFER

An international and multicultural working environment;
A stimulating work environment and involved teams;
Access to the latest technologies;
Possibility of up to 3 days of telecommuting per week;
Sporting challenges;
TIME OFF WORK;
Mutual insurance (100% coverage) and company benefits.

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