YOUR MISSIONS :

Reporting to the IT Production Manager, you will liaise with customers and the various teams within the company to :

• Prepare, organise and coordinate the deployment of our solutions for any new clients,
• Monitor, measure and communicate the progress of the installations,
• Ensure the reception of customer support requests (telephone calls, emails, ticketing tools, etc.),
• Record incidents and anomalies,
• Launch the corresponding support actions: diagnosis, identification, formulation, resolution...
• Coordinating all the actors involved in the implementation of our solutions,
• Enrich the incident database and launch in-depth preventive actions,
• Manage customer relations.

As a Support & Delivery Manager, you will :

• Organise and coordinate the activities of the team,
• Controlling and monitoring Delivery and Support activities,
• Facilitate the handling of complex cases,
• Set objectives, ensure reporting, generate summary and analysis reports,
• Ensure a high level of satisfaction (surveys, etc.).

PROFILE / SKILLS :

• 2 to 4 years of higher education in the IT field and about 3-5 years of experience
• Minimum 2-3 years experience in customer support or helpdesk, ideally with a software company
• Knowledge of the Windows environment, the main browsers (IE, Firefox, Chrome, etc.) and remote assistance tools (TeamViewer, etc.) on all devices (PC, tablets, smartphones, etc.)
• Knowledge of ITIL principles (Foundation level appreciated) - Knowledge of a ticketing management tool
• Excellent adaptation and communication skills, both verbal and written, whatever the channel (telephone, email, social networks, etc.)
• Ability to convey messages and be understood by all types of interlocutors
• Flexible, resilient and able to adapt to different needs and demands while remaining rigorous and methodical
• Great sense of customer service, autonomous and responsible, you are reactive and wish to have responsibilities

INFORMATION ON THE POSITION :

• Permanent contract
• Workplace: Neuilly sur Seine
• Team with a human dimension, enthusiastic and caring
• Salary according to your experience and motivation