Technical Customer Support

Our client is look for a new software support specialist. The Legal Software business provides a range of software solutions for law firms to help lawyers in their day-to-day work to increase efficiency and make critical decisions.

As part of the Software Division, you will be part of an enthusiastic, committed and close-knit team of 6 technicians.

You will report to the Technical Customer Service Manager at level 2.

As a Software Support Technician (level 2) / Technical Customer Service specialist, you will be in charge of product support at level 2 for our customers.

Your Tasks:

·       Receive and qualify calls, emails and letters from software and application users

·       Carry out the diagnosis of the problem and provide advice for a rapid resolution

·       Resolving the problem remotely using a handholding tool if necessary

·       In the event of non-resolution, transmit the necessary information for the request to be taken over by level 3 support, or by another service

·       Follow up with customers throughout the incident resolution process

·       Follow up the request, write a report, and communicate the result of the qualified incident to the customer

·       Ensure a relay of calls to the sales department for requests not covered by the maintenance contract

·       To ensure interventions directly at the customer's premises when necessary

·       Contribute to the enrichment of the customer database by accurately referencing user questions and processing them in our ticketing tool

·       Writing help materials or articles for the technical and functional knowledge base for problem resolution for employees and customers

·       Participate in the development or updating of documentation/tools aimed in particular at better training of customers, to relieve hotline calls.

·       To be a force for proposals to improve the processes for handling and resolving incidents

·       Contribute to the training of the level 1 support team

Profile:

·       You have a 2/3 year degree in computer science and have between 1 and 3 years experience as a hotline technician on professional software

·       You have a good knowledge of a business software package and ideally of the Windows and Office environment

·       You will be a good representative of the company to its customers, with excellent interpersonal skills and good telephone skills

·       You are recognised for your listening and organisational skills and have real teaching abilities

·       Curious, willing and committed, you want to invest in a progressive position in a constantly changing sector

Languages: fluent French, knowledge of English is a plus

Location: Bois-Colombes (Paris region) - flex-office