Cloud customer support SaaS 云端支持

该职位来源于猎聘

As a member of the Expertise Center Team within the Customer Success department, the Customer Support Engineer is responsible for delivering support to Lectra customers using Lectra applications in the CAD and Manufacturing sectors, particularly focusing on Cloud and SaaS applications, as well as desktop applications.

She/He handles inquiries from customers and technical personnel within Lectra across the Greater China region and is tasked with finding remote solutions in alignment with the service contract commitments. Working closely with other departments at Lectra, including various expertise centers, local technical teams, and R&D, she/he ensures the seamless provision of services for Cloud applications to our customers.

Mission And Challenges Support

Provide a High-quality Customer Service In Accordance With The Best Practices Of The Customer Experience In Compliance With Contractual Terms (deadlines, Quality)

Analyze customer’s requirements and needs

Define solutions, identify quick corrective actions to be implemented, communicate technical requirements and suggest improvement actions through working methodologies

Escalate requests and bugs by supplying a detailed analysis of the issues

Provide feedback to customers and subsidiaries (curative but also proactive actions)

Respect procedures (response times, case treatment in the order of the queue list, check systematically the qualification of the call, close cases on time)

Monitor the availability of Cloud applications through dashboards and indicators provided by the Development teams

Provide support to internal specialists from our subsidiaries in the region.

Continuous monitor the on-going issues.

Continuous improvement

Detect any weaknesses in support processes and tools and suggest areas for improvement.

Contribute To The Knowledge Base Write technical documents, FAQ for customers and other internal specialists in our subsidiaries

Organize workshops

Create tutorials on the application use or working processes

Develop business services

Identify business opportunities

Make proposals or forward information to the sales teams

OPERATIONAL CONTEXT

Working hours linked to the Expertise Center.

Service continuity: ensure continuity of service from 8 am to 6 pm and during public holidays

Travel frequency: no travel or very occasionally

Internal relationship with: Professional services teams, technical and implementation teams, Field service engineers, Account managers, Customer Success managers, Product Support teams, R&D and Marketing teams

External relationship with Customers : IT Project Manager, final users

Education And Experience Minimum master’s degree in Information System, a first experience in customer support for a Cloud application editor would be appreciated.

Knowledge And Technical Skills Good background and experience in Digital technologies, Cloud services and Saas

Good knowledge on network configuration and protocols (IP, Internet, etc.)

Hardware knowledge (understand the network dependencies, storage capacities, servers, etc.)

Debug http (ability to understand data flows and API communications)

Cloud Services knowledge

Background / experience with Linux

Bonus : understanding of containers

Bonus : Splunk (specific dahsboards creation)

Bonus : Kubernetes (Services monitoring)

Interpersonal Skills Excellent interpersonal skills as to establish solid and long-term relationship with customers and Lectra people involved

Excellent communication skills (written and spoken)

Ability to understand the customer’s needs and to suggest a well adapted solution.

High analytics skills for problem resolution, solution-oriented

Good ability to handle unforeseen situations

Demonstrate initiative

Fluent English (spoken, written)

Knowledge of the Fashion or Furniture Industry, of their processes or on Lectra Software Solutions would be appreciated.