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 ou Deutsch