Vos missions :
L’ingénieur Support est responsable du support de la plateforme et de l’ensemble des produits, des solutions pour entreprise, outils et vitrines mis à disposition pour l’ensemble des acteurs de la place de marché (requesters et providers).
Pour ce faire, il/elle est amené(e) à :

Concevoir les procédures de support et assurer sa mise en oeuvre (70%)

• Dans un contexte de forte croissance de l’activité, concevoir une solution automatisée et scalable pour délivrer les réponses en visant la satisfaction optimale des utilisateurs.
• Sélectionner et déployer des outils tierces si besoin
• Administrer et s’assurer du bon fonctionnement du support
• Définir les procédures de gestion de tickets en interne , entre les différentes équipes ou bien en externe.

Support aux utilisateurs (25%)

• Trier et prioriser les tickets de support.
• Traiter ou assigner les tickets entrants, en assurer le suivi
• Garder un référentiel à jour des problèmes rencontrés.
• Participer à l’identification des causes de tickets (analyse des logs…).
• A partir de l’analyse des tickets, en collaboration avec les développeurs et les équipes produits, proposer et évaluer des améliorations pour nos solutions.

Reporting (5%)

• Surveiller les KPIs du support (taux de satisfaction, temps de prise en compte, de résolution, etc.) ;
• Produire des rapports rendant compte de la qualité du support et de la satisfaction des KPI à destination de la direction.

Profil recherché :
Titulaire d’un Bac +5, d’un diplôme d’Ingénieur ou équivalent, vous justifiez d’une expérience réussie dans le support utilisateur ou la relation client de solution informatique.

Compétences requises : 

• Connaissance de l’écosystème web3 est un plus
• Posséder des connaissances sur l’univers des chatbots serait un plus, à minima une curiosité naturelle dans ce domaine.
• Un excellent sens du relationnel et une expression orale et écrite irréprochable.
• Rigueur, capacité de synthèse, capacité de restitution.
• Anglais professionnel

ENGLISH VERSION

About iExec : 

iExec is developing a marketplace Web 3 for computing resources. iExecs’s marketplace connects providers and users, allowing each to monetize the usage of their applications, data and computing resources.
At iExec, the keyword is “decentralization” : iExec’s marketplace uses the Ethereum blockchain to organize exchanges on the marketplace, providing governance, trust and security. With iExec’s marketplace, everyone can make money by monetizing the use of their digital assets
The Company has its own cryptocurrency, RLC, which serves as a means of payment on the marketplace and is accessible from major global exchanges.
At iExec, we organize our activity around four core values:

• Decentralization: working autonomously and being proactive in a trusted environment.
• Innovation: implementing new approaches to develop our activity.
• Cooperation: working collaboratively with all teams to maximize user satisfaction.
• Excellence: striving to deliver the best possible quality of work on a daily basis.

Joining iExec means : 

• Being part of an ambitious technological project centered around blockchain and cryptocurrencies, in a rapidly developing sector.
• An opportunity to explore different fields of advanced technology : Blockchain, Distributed computing, Confidential Computing, Trusted Execution Environment…
• Joining a team made up of people from all around the world,
• Work in warm and friendly premises (a house with a pool, billiards, relaxation area and unlimited snack…)

iExec has been ranked as one of the best start-up employers of the year 2022 / 2023 by Capital Magazine, following an independent survey of 4,000 French Start-ups.

The Benefits of iExec:

• Public transport (TCL) reimbursement (100% Reimbursement) ;
• Tickets restaurant 9 € (60% refund) ;
• Offices in Lyon with easy parking facilities ;
• Company mutual health insurance (50% Reimbursement) ;
• Company committee offering advantages/discounts in all areas of consumption ;
• Financing of cultural and sports activities ;
• Membership of a company crèche network ;
• Familial communal areas are areas with swimming pool and billiards around a cozy and equipped kitchen, coffee and fresh drinks and snack offered ;
• Incentive plan and bonuses based on objectives ;
• Mobility assistance.

Your missions :

The Support Engineer is responsible for supporting the platform and all products, enterprise solutions, tools, and showcases provided to all participants in the marketplace (requesters and providers).

To do so, he/she is required to:
Design support procedures and ensure their implementation (70%)

• In a context of strong activity growth, design an automated and scalable solution to deliver responses aiming for optimal user satisfaction.
• Select and deploy third-party tools if necessary.
• Administer and ensure the proper functioning of the support system.
• Define ticket management procedures internally, between different teams, or externally.

User support (25%)

• Sort and prioritize support tickets.
• Handle or assign incoming tickets and ensure follow-up.
• Maintain an updated repository of encountered issues.
• Participate in identifying the causes of tickets (log analysis, etc.).
• Based on ticket analysis, collaborate with developers and product teams to propose and evaluate improvements to our solutions.

Reporting (5%)

• Monitor support KPIs (satisfaction rate, response time, resolution time, etc.).
• Produce reports that reflect the quality of support and satisfaction of KPIs for management purposes.

Profil required : 
Holder of a Master’s degree (Bac +5), an Engineering degree, or equivalent, you have a successful experience in user support or customer relationship management in the field of IT solutions.

Skills/Qualities Required :

• Knowledge of the web3 ecosystem is a plus.
• Having knowledge of the chatbot universe would be a plus, or at least a natural curiosity in this field.
• Excellent interpersonal skills and impeccable oral and written communication.
• Attention to detail, ability to summarize information, and ability to convey information effectively.
• Professional proficiency in English.