Reporting directly to the Head of Support, and after a training and induction program, you will join a team of 8 people.

Customer Support is a team effort involving a variety of technical and functional skills. Its role is to act as the customer’s point of contact when complex or critical incidents arise, and to support the customer in resolving the incident.

The Support team’s day-to-day work revolves around 3 main areas:

• Standard Support, or the day-to-day resolution of customer requests

• Third-Party Application Maintenance (or TMA), which makes a Support Consultant or a team of Support Consultants available to the end-user.

• Support for FuturMaster’s SaaS offering (Bloom platform), a broader intervention at our customers’ sites

Your role :

You will benefit from a solid training program to increase your skills on our FuturMaster solutions, understand our customers’ challenges and discover Standard Support. Your responsibilities will include:

• Intervene directly with our user customers to identify and resolve the technical difficulties they encounter.

• Mobilize our Support experts, but also other departments (Software Development, R&D, Optimization Unit, Consulting, etc.) depending on the skills required.

• Quickly understand the customer’s business process in order to diagnose the problem (technical bug or handling error).

• Mobilize the right skills to solve these problems, within the terms of the Support contract.

FuturMaster offers several levels of service to its customers, so once you’ve completed your Standard Support training, you’ll be able to expand your skills across the board:

• Advanced support offers (called Customer Care and Customer Success Engineer), to provide a broader range of services to support customers in using the solution: functional support in using the software, evolution of the solution (parameterization, creation of new screens, new reports and simple specific development, etc.). These offers are in full development, and this is the perfect opportunity to participate in their construction.

• Our Saas offering, you will be responsible for maintaining our customers’ solutions in operational condition.

What FuturMaster has to offer:

• The opportunity to join a fast-changing environment where complexity is always an opportunity to grow and do better 

• Join a close-knit team with a real desire to learn, because customer support is above all a team job!

• Benefit from an integration and training session that will enable you to become an expert in your field

• Join a diverse and international company: there are no fewer than 15 different nationalities at FuturMaster    

• Superb premises in Boulogne Billancourt. If running is your thing, then you will enjoy being near Saint Cloud 🌳. If you’re more of a music aficionado, all you have to do is cross the bridge to attend a concert at the Scène Musicale 🎵. 

• 2 remote days per week

Ce poste est fait pour vous si :

• You have a degree (Bac +5) from a general engineering, IT or logistics school.

• You have 3 to 5 years’ experience in a similar position, in the deployment and maintenance of Supply Chain application solutions, in Application Management or in a Support function.

• You have a real appetite for Supply Chain and IT.

• As a bonus, you’ve already worked with an APS (Advanced Planning System)

• You have a good level of English, which is essential for working with our employees in Europe and Asia.

• You’re curious and like to analyze, understand, research and solve problems, like a detective 🕵️

• You don’t like to be bored, no day in the Support team is the same: you deal with different issues, for different customers and sectors!

• You’re looking for an international structure in which to grow and develop your skills as part of a close-knit team.

• First interview with a member of the HR team (30 minutes - 1 hour) to find out more about the position, FuturMaster and your career path.

• Meeting with Laurent Sardi, Head of Customer Support and team manager (1 hour - in the offices)

• At-home personality and logic test (2 hours) followed by a debriefing with a consultant (45 minutes)

• Meeting with Matthieu Lewandowski, Director of Professional Services (1 hour - in the offices)

• Offer