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Support manager (M/F)

Reference number: ENG-CER-RESPS

As part of its growth, Comarch is recruiting a rigorous and organised Application Support Manager (M/F) for its Cergy entity (Ile de France).

In the framework of its growth, Comarch is recruiting a support manager.

Your missions

Under the direction of the e-health business unit director, the support manager is in charge of ensuring the quality of service and the satisfaction of e-health customers, on the PSAD or HIS part. This is a cross-functional role. He/she is responsible for the organization, monitoring and execution of customer support. He/she will supervise the work of the support team and will demonstrate a high level of reactivity to resolve malfunctions as well as excellent communication skills.

  • Ensure quality of service and customer satisfaction by taking care of application support requests.
  • Document and ensure compliance with ticket processing procedures
  • Be the guarantor of the quality of services, compliance and reliability of applications.
  • Assist customers on site during project start-up and in the use of the solutions
  • Analyze malfunctions, identify causes and propose solutions.
  • Provide technical and functional assistance to customers and the support team.
  • Manage problem escalations and resolve them as soon as possible.
  • Participate in the implementation and monitoring of business indicators to optimize support processes.
  • Coordinate with the development and maintenance teams to report anomalies and ensure that bugs are resolved.
  • Ensure the updating of technical and functional documentation.
  • Ensure regular reporting to his/her hierarchy
  • Manage and lead the support team
  • Accompany the team's growth in skills

Your profile

  • You have a minimum of 5 years of higher education, ideally with a specialization in IT;
  • You have a confirmed experience of + 5 years on the support;
  • You have a good knowledge of ticketing and documentation tools (jira, confluence...)
  • You are perseverant in achieving your goals and organized;
  • You have a good sense of customer relations
  • You are fluent in English.
  • Knowledge of the hospital or e-health sectors would be a plus;

We offer

  • An international and multicultural working environment;
  • A stimulating work environment and involved teams;
  • Access to the latest technologies;
  • Possibility of up to 3 days of telecommuting per week;
  • Sporting challenges;
  • Mutual insurance (100% coverage) and company benefits.
All our positions are open, with equal skills, to applications from people recognized as disabled workers.

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