Technical Support Professional, Novice

Required skills

1 digital support agent in Europe with application support experience required, as well as some additional technical competences:
Required: .NET v. 4.7, MS.SQL
Preferred: Sitecore knowledge, Zola, Unicorn

ACTIVITIES & RESPONSIBILITIES

• Provide assistance, advice and level 2 technical support for RC markets on:
  – global digital solutions deployed by the client’s Digital Factory,
  – the CIAM (Customer Identity and Access Management) part of local digital solutions,
  in order to advise, prevent or solve problems of use or operation encountered.
• Regularly check market requests on Zendesk and analyze their severity.
• Carry out a regular review of tickets awaiting customer response or escalated to external support (level 3)
• Accurately qualify and resolve incidents related to platforms, integrations with other solutions or the customer environment.
• Escalate urgent unresolved issues quickly to the Business Care technical specialist or level 3 experts.
• Record a history of requests in order to keep the traceability of requests by taking particular care of communication reports.
• Enrich the Zendesk Help Center by sharing the problems encountered as well as their resolution method.
• Promptly inform the manager of urgent requests or requests whose deadline does not correspond to the agreed SLAs
• Ensure downward communication to markets in the event of platform or infrastructure incidents.
• Capture ideas for digital platform improvement, consolidate them and assist with their prioritization carried out together with the product teams.
• Carrying out all of these tasks according to the quality and deadline requirements set by the client’s SLAs.
  REQUIRED CAPABILITIES
• 1-3 years of experience (Junior), preferably with a solid background in digital / IT support
• Excellent communication skills; a proactive approach to collecting all required details for issue investigation and managing different experts to support with issue resolution
• Ability to work in tight deadlines if needed / occasionally under pressure
• Advanced levels of French and English (spoken and written); other European languages would be a plus
  PREFERRED CAPABILITIES
• Good understanding of incident management and request management process best practices
• Good understanding of problem management, change management and knowledge management best practices
• Previous experience with ticket management systems (Zendesk, ServiceNow or others)
• Previous experience with development task management solutions (Azure DevOps, Jira etc.)
• Solid understanding of web technologies and digital application architecture
• Previous experience with e-commerce solutions

Previous experience with working in an international environment with multiple markets