Tickets handling: contact users to understand, simulate and analyze their problems/errors to identify the root cause and provide the guidance to solve the incident.
Capitalize & document new knowledge/best practices in the proper support. Be in charge as well about organizing in a dedicated library and inform the team.
Involve in implementation of new business applications/features to update and transfer new features to users: produce related documentations & contact users to present them, be an active contact point to answer the needs of users and alert leader/manager when the problem becomes critical and recurrent.
Ensure the quality of the provided services through regular survey: collect feedback, analyze points to be improved and suggest relative actions.
Analyze data from systems and produce technical/business reports to share information with leader/manager and FR/MR team to highlight the contribution of the team.
Depending on the integration of the candidate, you will eventually be in charge of organizing trainings for user: produce training material, provide training on assigned scope of work.
Job Requirement
Fluent in French and English is mandatory.
Experience of analyzing and documenting user need and requirements.
