Business / Functional Support Manager - Business / Functional Support Technician
Permanent position
Committed and motivating start-up
SENEF is recruiting!
ABOUT US...
Software publisher, we offer complete SaaS management solutions, 100% web and mobile, on 4 markets: Hotels, Business Services, Personal Services in France, ERP.
As a key player and pioneer in software publishing in these target sectors, we have become the preferred partner of leading companies in their markets.
We have a common mission : to accompany and advise companies in the digitalization of their activity. 800 customers installed, international development, company in hyper growth.
WHAT WE ARE LOOKING FOR ...
You are an entrepreneur at heart, passionate about nature, you want to join a startup in full expansion and integrate the world of software publishers? Come and join the Senef Group team as a Business/Functional Support Technician!
Reporting to the Support Director and working as part of the Support & Delivery team, you will be responsible for maintaining the impeccable quality of customer relations. As a true showcase for our Group and our tools, you are the point of entry for our customers who need advice or a precise answer on the use of our IT solutions.
You will provide support, collect their complaints and ensure the internal dispatch in a reactive and efficient manner.
POSITION DETAIL
In direct contact with our customers and the various internal teams, you will be involved in all stages of the service contract and customer relations:
Onboarding of new customers:
- Create a trusting and personalized relationship with each new client,
- Prepare, organize and coordinate the deployment of our solutions,
Support for our customers:
- Reassure and support customers in their daily use of our tools,
- Maintain an irreproachable quality of follow-up of our customers,
- Receive and centralize customer feedback on incidents and anomalies (phone calls, emails, ticketing tools, etc.),
- Coordinate all the actors involved in the implementation of our solutions,
- Enrich the incident database and launch in-depth preventive actions,
Evolution of our tools :
- Analyze recurring incidents and anomalies and propose optimization solutions,
Contribute your thoughts on the general evolution of tools and processes.
PROFILE REQUIRED
With a degree in computer science, you have at least 3 years experience in a similar position.
Resistant to stress and able to handle pressure, nothing throws you off.
Patient and educational, you love to help clients in distress and you never close a case until you have found the perfect solution!
You have excellent interpersonal skills and are a very good listener on the phone: you know how to adapt to your contacts, whether they are delighted with your responsiveness or frustrated by a problem encountered.
You know how to manage a large flow of requests, arriving through different channels.
Specific software: JIRA, knowledge of the Windows environment, the main browsers (IE, Firefox, Chrome...) and remote assistance tools (TeamViewer...) on all currencies (PC, tablets, smartphones...)
Knowledge of ITIL principles (Foundation level appreciated) - Knowledge of a ticketing management tool
WHAT YOU OFFER US ...
The Senef Group is driven by a management style based on both commitment to work and recognition of skills.
Our leitmotiv: innovation, proactivity, rigour and professionalism!
In hyper growth, we are developing rapidly but remain faithful to our DNA : a company on a human scale concerned about the well-being of its employees and the satisfaction of its customers.
By joining our team, you will find a challenging position in a constantly evolving business sector, a friendly team and opportunities for internal development.