Technical Support Professional

Key Responsibilities:

• Analysis of new functionalities /software changes: functional use cases and requirements, providing estimations - using the client estimation tool
• Design, development, testing of new functionalities and hot-fixes (unit testing and integration testing)
• Release management
• Support in acceptance phase, support for issues in all environments
• Follow production support tickets assigned to your dedicated perimeter from creation to resolution;
• communication with the project team and with the client
• Offer functional guidance for assistance requests
• Estimate and deliver on-demand requests, such as data recovery
• Detect patterns and propose proactive solutions
• Create installation requests and offer support for deployments in production

Required Skills

• At least 1-year experience in software development/maintenance
• SQL knowledge
• Language skills:
  • French (written / verbal) – Medium  
  • English (written / verbal) - Fluent level
• Attention to detail and very good analytical skills
• Excellent communication skills; ability to adapt message according to the recipient’s profile
• Customer-oriented

Nice to have skills

• Experience with Siebel (Siebel Tools, Scripting, EIM, Web Services, Batches, Workflows) or similar CRM product
• Experience in support services, functional requirement gathering, and testing
• Familiarity with ITIL IT Service Management Processes