Application Support Specialist

• Tickets handling: contact users to understand, simulate and analyze their problems/errors to identify the root cause and provide the guidance to solve the incident.
• Capitalize & document new knowledge/best practices in the proper support. Be in charge as well about organizing in a dedicated library and inform the team.
• Involve in implementation of new business applications/features to update and transfer new features to users: produce related documentations & contact users to present them, be an active contact point to answer the needs of users and alert leader/manager when the problem becomes critical and recurrent.
• Ensure the quality of the provided services through regular survey: collect feedback, analyze points to be improved and suggest relative actions.
• Analyze data from systems and produce technical/business reports to share information with leader/manager and FR/MR team to highlight the contribution of the team.
• Depending on the integration of the candidate, you will eventually be in charge of organizing trainings for user: produce training material, provide training on assigned scope of work.

• Fluent in French and English is mandatory.
• Experience of analyzing and documenting user need and requirements.
• Motivation, responsiveness, interpersonal, analytical.
• Sense of service and customer orientation.
• Someone who has a sense for training using digital tools is a plus.

General Skills

• Rigorous, concerned for the quality
• Can-do attitude
• Methodical/ Organized
• Team and collaborative spirit
• Good interpersonal skill

• Degree: Postgraduate
• Age: Unlimited
• Working time: Permanent