Support Engineer

Enreach; Nice; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

Une entreprise innovante et ambitieuse dans le secteur IT/Telco recherche un professionnel pour gérer l'onboarding et le support de partenaires. Vous serez responsable de résoudre des problèmes techniques, former les nouveaux partenaires et maintenir des relations opérationnelles. Ce rôle international basé à Nice vous demandera de faire preuve d'autonomie, d'expertise technique et d'un excellent sens de la communication.

Prestations

Salarié compétitif selon expérience

Avantages sociaux complets

Qualifications

• Expérience dans des rôles orientés client exigée.
• Être passionné par le succès des partenaires.
• Aisance en dépannage technique avec les équipes en interne.

Responsabilités

• Être le point de contact pour l'onboarding et le support des partenaires.
• Former les nouveaux partenaires sur les processus et les outils.
• Surveiller la performance du soutien aux partenaires et conseiller au besoin.

Connaissances

Résolution de problèmes techniques

Support client

Priorisation

Communication verbale et écrite

Formation

Diplôme universitaire de 2e année ou diplôme associé en Informatique

Outils

VoIP

SIP

Linux

Description du poste

• Being point of contact for onboarding partners duringonboarding and aftercare period
• Providing 1st & 2nd level support to our partners by handling operational questions, claims, enquiries
• Answering technical questions, solving technical problems and suggesting appropriate workarounds
• Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied
• Assisting new partners with their first deployments
• Explaining Delivery processes in-depth to new partners when requested by Onboarding Coordinator
• Giving onboarding training to new partners
• Maintaining operational relationship with onboarding partners on a regular basis to discover partner tensions
• Advocating and voicing partner needs in the entire organization
• Monitoring on and advising in Partner Support and Delivery Support performance (internally focused) for onboarding partners

Who are you?

• Strong product generalist who is energized by the challenge of solving difficult user related problems
• Experienced in customer facing roles
• Obsessed by Partner success
• Familiar with VoIP, SIP, IP network and Linux
• Quick at prioritizing and responding to fluctuating, high-impact, urgent requests from multiple channels
• Energized by technical troubleshooting and comfortable interfacing with technical teams (Account Management, Product and Engineering teams)
• Self-motivated with the ability to dive right in, be effective and make a difference
• At least 2nd year college graduate or associates degree required - Computer Science or related field desirable
• Strong verbal and written communication skills in French and English

What we offer

• A challenging international role within an ambitious, innovative and upscaling IT / Telco company.
• A nice salary matching your experience and full secondary benefits.
• This position is based in Valbonne (Sophia Antipolis,Nice area).