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POSITION: DELIVERY & CUSTOMER SUPPORT MANAGER

Are you an entrepreneur at heart? Would you like to work in a fast-growing start-up company and join the world of software publishers? Come and join the Senef Group team as Delivery & Customer Support Manager!

The company

Groupe Senef is an IT software publisher offering 100% web and mobile SaaS solutions for complete management in 4 markets: Hospitality, Business Services, Personal Services in France, ERP.

Our mission is to provide innovative, scalable IT solutions that are adapted to our clients' businesses, since as a pioneer in software publishing in these sectors, we have become the preferred and recognised partner.

The Senef Group accompanies and advises the leaders in our sectors of activity with innovation, proactivity, rigour and professionalism as its leitmotiv.

The Senef Group is driven by a management style based on both commitment to work and recognition of skills. This HR policy is reflected in a social cohesion that allows our employees to flourish.



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


Apply at

Contact

RECRUTEMENT@GROUPESENEF.COM

ADDITIONAL INFORMATION

GROUPEENEF.COM