Application Support Associate

Voyage Privé; Aix-en-Provence; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A dynamic travel company based in Aix-en-Provence is seeking an experienced Application Support professional to enhance their support function. This full-time role involves creating documentation, utilizing AI for automated responses, and optimizing support processes. You will be working in a vibrant and eco-friendly campus with flexible working arrangements. Fluency in French and English is essential, along with a strong understanding of application environments and excellent documentation skills.

Prestations

Flexible work arrangements

Fully equipped gym

Exclusive discounts on travel deals

Vibrant company culture with events

Qualifications

• Minimum of 5 years of experience in a similar role.
• Proven experience in optimizing support processes and building knowledge bases.
• Experience working in complex environments with outdated or missing documentation.

Responsabilités

• Create and maintain user and technical documentation.
• Contribute to the implementation of AI-powered automated response systems.
• Assist in qualifying support tickets and participate in root cause analysis.

Connaissances

Understanding of complex application environments

Using documentation tools (Notion, Confluence, Google Workspace)

Analyzing user workflows

Experience with AI tools

Excellent written communication skills in French and English

Outils

Dust Power Automate

Description du poste

Within the Digital department and reporting to the Application Support Lead you will play an active role in scaling and professionalizing our application support function. Your mission will be to structure and enrich knowledge bases support ticket management and empower internal users through documentation and automation.

You will also contribute to defining and monitoring support performance indicators help manage relationships with external vendors and support change management for internal users all within a mindset of continuous improvement.

Key Responsibilities

Documentation & Knowledge Management

• Create and maintain and continuously improve user and technical documentation (processes, FAQs, guides, resolution templates, etc.)
• Formalize internal support procedures in collaboration with the Support Lead
• Structure and maintain a shared knowledge base accessible to all stakeholders

Automation & AI Enablement

• Contribute to the implementation of AI-powered automated response systems (chatbots, LLM integrations, etc.)
• Identify relevant use cases to automate part or all of the ticket resolution workflow
• Monitor and assess the performance and impact of deployed AI solutions
• Take ownership of one or more AI agents in the mid-term

Operational Support

• Assist in qualifying simple or recurring support tickets
• Participate in the analysis of incoming requests and root cause identification
• Support the creation and refinement of Jira tickets in collaboration with users and business teams

Collaboration & Continuous Improvement

• Act as a bridge between business teams and support to anticipate documentation needs
• Participate in feedback sessions with internal users
• Proactively suggest improvements to support processes, tools and user experience

Qualifications

Hard Skills

• Strong understanding of complex application environments
• Comfortable using documentation tools (Notion, Confluence, Google Workspace, etc.)
• Ability to analyze user workflows and translate them into clear educational documentation
• Interest in or initial experience with AI tools (chatbots, automated responses, RAG, etc.)
• Excellent written communication skills in both French and English

Soft Skills

• Strong organizational skills and attention to detail
• Analytical mindset with the ability to synthesize information
• Curious and enthusiastic about tools and technology
• Strong listening skills and ability to explain complex topics in simple terms
• Proactive and autonomous
• Team player

Languages

• French (mandatory)
• Professional English (written and reading required; spoken English is a plus)

Experience

• Minimum of 5 years of professional experience including significant experience in a similar role (Application Support, Functional Support, Knowledge Manager, etc.)
• Proven experience in optimizing support processes, building knowledge bases, and producing structured documentation
• Experience working in complex environments with partially outdated or missing documentation
• Experience or initial exposure to deploying AI-powered support solutions is a strong plus
• Comfortable working with tools such as Dust Power Automate, Make or equivalent platforms

Why You'll Love Working With Us

At Voyage Privé the entrepreneurial spirit is a reality take on ambitious fulfilling projects while being part of a company that invests in the growth of its teams.

• Live in the South of France: Work in an exceptional natural economic and cultural environment on a modern digital and eco-friendly campus.
• Flexible Work Arrangements: Enjoy up to two remote workdays per week with the possibility to consolidate them into one full remote week up to four times a year.
• Meaningful Work: Engage in unique ecosystem projects connecting business sports academics and social initiatives (Ecole des XV Provence Rugby VP Green Les Tremplins Chez Pierre).
• State-of-the-Art Facilities: Cancel your gym membership! Our campus features a fully equipped gym available morning noon and night plus an exclusive padel court for employees.
• Vibrant Company Culture: Join our business & fun highlights Company Breaks Carnival Annual Convention meetups and talks. Enjoy free tickets to Provence Rugby home matches or dance at Dalida Institute events!
• Exclusive Travel Perks: Get up to 20% off our irresistible getaway deals.

Remote Work

No

Employment Type

Full-time