Lectra SA

Ingénieur support produit & client international

As part of the Customer Success Department, the International Customer Support is in charge of providing support to our customers and subsidiaries on our desktop and Cloud applications.

She/He is responsible for responding to customers and our technical Lectra worldwide employees and finding solutions remotely and in respect of the service contract commitments.

DUTIES AND RESPONSABILITIES:

Answer to

Customers :

• Analyze customer 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)
• Follow procedures (response time, call priorities, call qualification according to the service contract)

Subsidiaries :

• Provide support to internal specialists from our subsidiaries.
• Continuous monitor the on-going issues.

Communicate

• Contribute to the knowledge base

Produce technical content

• 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

EDUCATION

Minimum Master’s degree in Information System, a first experience in customer support would be appreciated

• Organizational capacity
• Reactivity
• Relationship intelligence
• Ability to identify and assess the critical requests
• Adaptation capacity
• Show initiative
• Share information and know-how

BEHAVIOURS AND ATTITUDES

• Listening skills
• Dynamic
• Ability to communicate clearly
• Ability to build constructive relationships
• Pragmatic
• Reliable
• Rigorous

LANGUAGES

• English mandatory
• Spanish or Deutsch