Service Manager is a product expert in the multi-faceted operation of our Travel and Expense software, providing consultancy, guidance, assistance to our customers such as product functionality, problem solving as well as day to day operations. The Service Manager must understand customer business goals, communicate effectively and propose added value technical solutions to meet client expectations.

WE ARE LOOKING FOR FRENCH & ENGLISH SPEAKERS ONLY

As second line support you are primarily and wholly responsible for providing outstanding technical customer service and being constantly approachable for our customers and business partners                        

Receive client service requests via the ikare portal regarding product configuration, functionality or complex issues, research with the client/partner to fully diagnose the issue  and respond within the established SLA’s     

When appropriate provide consultative guidance to customers towards the resolution of their service requests                                                                                                                 

Manage customer requirements for enhancements with Product management                                                                                                              

Build and maintain excellent client relationships on an operational level

Effectively manage expectations that are set with customers and maintain high levels of quality and customer satisfaction                                   

Maintain accurate, high quality and timely documentation for all steps and activities undertaken in order to resolve customer issues/questions                                                                                            

Be the point of escalation for unresolved clients issues and escalate to other KDS departments as necessary to ensure timely resolution                                                                                         

Analyse each support request for root cause, determine if the issue could be prevented by changes in the software or business processes and outline change recommendations

Communicate all bugs to our Quality Assurance and R & D teams in line with current processes                                                                                         

Routinely update the customer in line with SLA guidelines, on active issues to gain additional information or to advise the customer of status                           

Pilot enhancement projects as and when required                                  

Carry out regular client reviews to ensure optimal usage of our solutio

Educate customers on product features or additional services to meet their needs                                                                                           

Maintain working knowledge of KDS products including new releases and new products                                                                                             

Responsible for creating knowledge base articles for customer facing solutions                                                                                       

Ensure technical knowledge and skills are always up to date

• Within 48h, set up a qualification call with Talent Acquisition Team (30mn)

• First visio interview with Service Management Team Leaders (1h30)

• If positive, final visio with our Customer Care Director (1h)