Technical Support Specialist, Advance Workshop - Saint-Herblain, France - Applied Software Technology

Applied Software Technology

Entreprise vérifiée

Saint-Herblain, France

il y a 2 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

Saint Herblain, France; Paris, France

Technical
1299

Job Description:

About Graitec Group

Founded in 1986, Graitec is a global leading Building Information Modeling (BIM) provider helping its architectural, engineering, construction, and manufacturing customers to CREATE, SIMULATE, FABRICATE and MANAGE all the data of their projects.

- The company is driving growth through 3 highly complementary activities:

Value Added Reseller of Autodesk solutions
Software Editor of a suite of products complementary to Autodesk solutions for the construction industry
Services since Graitec is providing training, consulting and support on top of the products with a consistent focus on customer satisfaction.

Experts & Talents from all over the world.- Our team is made of more than 500 outstanding talents, distributed across our 50 offices in 13 different countries, enabling us to meet our customer needs around the globe.- The team is known for its accountability, agility and customer centricity as well as indeed for its ambition for both business growth & for sure impactful innovations with more than 25% of our teams in Research & Development.

Strengthening our international leadership position.- We are honored to serve more than customers worldwide to achieve more thanks to our technologies and to rank in Top 5 largest Autodesk Partner worldwide.- Our ambition is to double our business in the coming few years as we just did in the last 4 years thanks to both organic growth & acquisition.

This is why we are investing heavily on our upcoming transformation & reinforcing ongoing our teams globally.
About the Team Hiring

You will be part of the Advance Workshop Soluion and working with a great team of technical staff bothin France and globally.

Having the ability to pull upon the expertise of very highly knowledgeable people is a huge benefit, and will help you firstly settle into your role, but more importantly help you with your personal development.

Overview-
Key Responsibilities

Answering and fielding all support requests
Escalation of high priority/specialist issues using Graitec's helpdesk system
Respond to support requests via multiple channels and following documented processes.
Document support interactions in a companywide case management system.
Escalate unresolved issues to senior staff as required.
Assess personal backlog of support requests.
Engage with Graitec experts.
Assisting clients in installing and licensing Graitec products
Assigning and managing licenses for Graitec and other 3rd party products.
Working in partnership with the sales team on specific customer technical needs
Working with international customers

Key Success Indicators:

1st level support delivered in a timely manner first answer in the first 24 hours

- o Easy and medium issues (12 to 24 hours)- o Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)- 2nd level support (internal) delivered in a timely manner - first answer between 24 to 72 hours
- o Easy and medium issues (12 to 72 hours)- o Critical issues (review - 1 hours, fixing - 24 to 48 hours, or longer depending on the complexity)- o Ticket backlog: low number of unresolved tickets in your queue

Stakeholder satisfaction: good level of feedback from stakeholders regarding communication and transparency for support and solutions (number of good/bad comments; perception of quality documents)
Highquality solutions and analysis documents
Good level of customer retention rate because of highquality support and technical solution offered (0 customers lost as a consequence of poorquality support)

Responsibilities

What you must have done already:
A minimum of 2 years in a similar position
Experience in ticketing systems and remote access tools
What is nice to have done already:
Experience in windows support, including RDP/RDS

Qualifications

Ability to speak fluent English and French
Results driven, focused on delivering quality work.
Very good problem solving & troubleshooting skills.
Attention to details.
Excellent interpersonal skills, including, telephone and written communication skills.
Professionalism, personal integrity, and reliability
A positive 'handson' work ethic
Initiative and enthusiasm guided by mature sense of judgement
An adaptable and flexible team player

Interview Process
***
We are looking for talents that will enjoy, live and accelerate our culture and values.
At Graitec, We work together locally & globally with an
-
Entrepreneurial mindset. As entrepreneurs, we are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real problem for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better under