Technicien Support Métier / fonctionnel (H/F) – Business / Functional Support Manager

Permanent position
Committed and motivating start-up
SENEF is recruiting!

ABOUT US…

Software editor , we offer complete management SaaS solutions, 100% web and mobile, in 4 markets: Hospitality, Business services, care services in France, ERP.

A key player and pioneer in software publishing in these target sectors, we have become the preferred partner of leading companies in their market.

We have a common mission: to support and advise companies in the digitalization of their activity. 800 clients installed, international development, a hyper-growing company.

WHAT WE ARE LOOKING FOR…

Are you an entrepreneur at heart, passionate about nature, do you want to join a growing startup and join the world of software editor? Come join Senef team as a Functional Support technician!

Reporting to the Support Director and within the Support & Delivery team, you ensure that the impeccable quality of customer relations is maintained. 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 provide them with support, collect their complaints and ensure the internal dispatch in a reactive and efficient way.

JOB DETAILS

In direct contact with our customers and the various internal teams, you are involved in all stages of the service contract and customer relations:

Onboarding of new customers:

  • Create a relationship of trust and personalized with each new customer,
  • Prepare, organize and coordinate the deployment of our solutions,
  • Support from 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 substantive preventive actions,

Evolution of our tools:

  • Analyze recurring incidents and anomalies and propose optimization solutions,
  • Bring your reflection on the general evolutions of tools and processes.

REQUIRED PROFILE

With a Bachelor level in IT, you have at least 3 years of experience in a similar position.

Stress resistant and able to handle pressure, nothing unsettles you.

Patient and educator, you love helping clients in distress and you will never close a case until you find the perfect solution!

Excellent interpersonal skills and very good listening on the phone: you know how to adapt to your interlocutors, whether they are delighted with your responsiveness or frustrated following 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 GIVE US

Senef is driven by management based both on commitment to work and the recognition of skills.

Our leitmotif: innovation, proactivity, rigor and professionalism!

In hyper growth, we are developing rapidly but remain faithful to our DNA: a company on a human scale concerned with the well-being of its employees and the satisfaction of its customers.

By joining our teams, you will find a challenging position in a constantly evolving industry, a caring team and opportunities for internal development.

Work hard Play hard !

SENEF is a software company dedicated to service companies. Its business software meet organizations’performance expectations.

Developed on the basis of its own technologies; the created digital tools make users’jobs easier.

Follow us on social media

Copyright @ 2021, All rights reserved Groupe Senef