Our French branch in Lille is looking for an experienced, self-driven, communicative and ambitious Support Consultant.

Your mission

Under the responsibility of the Team Manager, you will be integrated into a team in charge of supporting our clients' projects in RUN mode on our ERP and collection solutions dedicated to Retail.

After an initial period of training in our software and our processes, your missions will be as follows:

• Receive customer requests by email, Jira and by phone;
• Qualify incoming tickets in the tracking tool;
• Take charge of and deal with level 1, level 2 and level 3 incidents on procedures;
• Escalate incidents to the next level if necessary;
• Be responsible for monitoring and resolving tickets in compliance with the SLA;
• Facilitate follow-up workshops with clients;
• Ensure the proper updating of ticketing and incident tracking tools;
• Define/maintain Operation/Support documents;
• Take charge of process optimization within its scope of intervention.

Your profile

• You have a minimum of Bac+3 training, ideally with a specialization in IT;
• You have a first experience in a support function;
• Technical skills on SQL databases, PostGreSQL;
• You are recognized for your listening skills, your interpersonal skills, your sense of service;
• You have used ticketing tracking tools;
• You know and enjoy working in a team in an international context;
• You have a good level of English;
• You ideally have knowledge of the Retail world

We offer

• An international and multicultural work environment
• An excellent working atmosphere
• Dynamic and involved teams
• Access to the latest technology
• Possibility to work up to 3 days a week from home