Customer Support Engineer

We Offer

• Travailler dans un environnement international, multiculturel (32 nationalités) et agile,
• Des locaux refaits à neuf récemment sur un site boisé de 12 hectares,
• Un CSE attractif proposant des subventions pour les voyages, de la location de matériel (randonnée, surf, réception…), activités culturelles et sportives, une médiathèque…
• Prise en charge mutuelle à hauteur de 60%
• Mise à disposition du complexe sportif du Bouzet à Cestas,
• Un restaurant d’entreprise,
• 70 jours de télétravail par an.
• Places réservées en crèche privée pour la garde de jeunes enfants
• Forfait mobilité douce

Job Description

MISSION AND CHALLENGES:

Support

Provide a High-quality Customer Service In Accordance With The Best Practices Of The Customer Experience In Compliance With Contractual Terms (deadlines, Quality)

• Analyze customer’s requirements and needs
• Define solutions, identify quick corrective actions to be implemented, communicate technical requirements and suggest improvement actions through working methodologies
• Escalate requests and bugs by supplying a detailed analysis of the issues
• Provide feedback to customers and subsidiaries (curative but also proactive actions)
• Respect procedures (response times, case treatment in the order of the queue list, check systematically the qualification of the call, close cases on time)

Monitor the availability of Cloud applications through dashboards and indicators provided by the Development teams

Provide support to internal specialists from our subsidiaries in the EMEA region.

Continuous monitor the on-going issues.

Continuous improvement

Detect any weaknesses in support processes and tools and suggest areas for improvement.

Contribute To The Knowledge Base

• Write technical documents, FAQ for customers and other internal specialists in our subsidiaries
• Organize workshops
• Create tutorials on the application use or working processes

Develop business services

• Identify business opportunities
• Make proposals or forward information to the sales teams

OPERATIONAL CONTEXT

• Working hours linked to the Expertise Center.
• Service continuity: ensure continuity of service from 8 am to 6 pm and during public holidays
• Travel frequency: no travel or very occasionally
• Internal relationship with: Professional services teams, technical and implementation teams, Field service engineers, Account managers, Customer Success managers, Product Support teams, R&D and Marketing teams
• External relationship with Customers : IT Project Manager, final users

Profile Description

EDUCATION AND EXPERIENCE

Minimum master’s degree in Information System, a first experience in customer support for a Cloud application editor would be appreciated.

Knowledge And Technical Skills

• Good background and experience in Digital technologies, Cloud services and Saas
• Good knowledge on network configuration and protocols (IP, Internet, etc.)
• Hardware knowledge (understand the network dependencies, storage capacities, servers, etc.)
• Debug to understand data flows and API communications)
• Cloud Services knowledge
• Background / experience with Linux
• Bonus : understanding of containers
• Bonus : Splunk (specific dashboards creation)
• Bonus : Kubernetes (Services monitoring)

Interpersonal Skills

• Excellent interpersonal skills as to establish solid and long-term relationship with customers and Lectra people involved
• Excellent communication skills (written and spoken)
• Ability to understand the customer’s needs and to suggest a well adapted solution.
• High analytics skills for problem resolution, solution-oriented
• Good ability to handle unforeseen situations
• Demonstrate initiative
• Fluent English (spoken, writen)
• Knowledge of the Fashion or Furniture Industry, of their processes or on Lectra Software Solutions would be appreciated

We Offer

Ce que Lectra vous propose ?

• Travailler dans un environnement international, multiculturel (32 nationalités) et agile,
• Des locaux refaits à neuf récemment sur un site boisé de 12 hectares,
• Un CSE attractif proposant des subventions pour les voyages, de la location de matériel (randonnée, surf, réception…), activités culturelles et sportives, une médiathèque…
• Prise en charge mutuelle à hauteur de 60%
• Mise à disposition du complexe sportif du Bouzet à Cestas,
• Un restaurant d’entreprise,
• 70 jours de télétravail par an.
• Primes de cooptation
• Places réservées en crèche privée pour la garde de jeunes enfants
• Forfait mobilité douce

Le poste est basé à Cestas (23 chemin de Marticot)

• Accessible par l’autoroute sortie 25 de l’A63 (parking voiture et deux-roues sur place)
• Depuis Bordeaux centre en 20-25 min : en TER 12 min Bordeaux St-Jean - Cestas-Gazinet et 10 min de vélo/trottinette pour accéder au campus sur piste cyclable hors route.
• Depuis Pessac - Arrêt Unitec via le Transgironde 602 : arrêt Marticot : 20min