POSITION: DELIVERY & CUSTOMER SUPPORT MANAGER

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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

The Senef Group is a software publisher that offers complete SaaS management solutions, 100% web and mobile, on 4 markets: Hospitality, Business Services, Personal Care Services in France, ERP.

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

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

The Senef Group is driven by a management style based both on commitment to work and on the 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, organize and coordinate the deployment of our solutions for any new client

  • Monitor, measure and communicate the progress of installations

  • Handling 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,

  • Enriching the incident database and launching in-depth preventive actions

  • Manage customer relations

As the Support & Delivery Manager, you will:

  • Organising and coordinating the activities of the team

  • Ensure the control and monitoring of Delivery and Support activities

  • Facilitate the processing 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 experience of 2-3 years in the field of 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

Job Information:

  • Permanent contract

  • Workplace: Neuilly sur Seine

  • Team with a human dimension, enthusiastic and caring

  • Salary according to your experience and motivation

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