THE OPPORTUNITY

BACKGROUND: 

Our Customer Support team is dedicated to leveraging IVALUA procurement solutions for our customers post go-live. The RUN team is still growing in order to guarantee the satisfaction of a growing number of customers. In this context of growth, we are looking for a Software Customer Support Engineer.

ROLE: 

Within the RUN team, you work on a portfolio of clients in the US. You manage the customer relationship on the maintenance of these applications in operational and technical terms. You process customer requests which may be anomalies, support requests, change requests or a migration to a new major version. You will be the dedicated contact for our customers and partners in terms of technical expertise. You will own enhancements, Upgrades and Application Performance Tuning Activates. You will be trained and certified on our Buyer application (SaaS Source-to-Pay software package).

WHAT YOU WILL DO WITH US

Management of customer relations on the application

• Dedicated contact for the customer administrator of the Ivalua solution on 1 to 5 accounts
• Responsible for your customers satisfaction by providing attention and technical expertise
• Weekly meeting (prioritization of requests) and monthly meeting (maintenance report, improvement plan and new subjects) with the customer and the integrator partner

Maintenance:

• Follow-up, qualification, and prioritization of customer requests
• Expertise needed in troubleshooting code and SQL issues
• Staying up to date with trends with new syntax, query optimization, and 
• Prior knowledge of C# .NET & SQL frameworks to best support existing and future Ivalua customers
• Ability to communicate well with customers and team members

Change requests:

• Analysis of needs, deviations and customer processes in connection with project engineers, production of costs of requests.
• Parameterization of the solution and reduction of specific code

Upgrade solution:

• Preparation of the upgrade: generic and specific code (to be reduced), parameters, tests
• Customer acceptance and production
• Customer support and follow-up of associated anomalies

Expertise in solution and Customer Satisfaction:

• Training in new and advanced products. Support for partners and customers
• Feedback to R&D of customer needs and projects
• Punctual participation in customer specification and configuration workshops

YOUR PROFILE If you have the experience and skills below, this role could be for you.

Skills and Experience:

• You have experience as a developer in object-oriented language (ideally C#) acquired through at least projects, internships or work-study.
• You are a master of SQL (writing and optimizing queries)
• You have experience in technical support, and if possible customer management.

Desired Qualities:

• Excellent written and verbal communication skills  and at ease in a multicultural environment
• You have strong autonomy and good management of priorities
• You want to develop your customer relationship management skills.
• This position is open to experienced profiles as well as young graduates.
• 3+ years of experience on L3/L4 Software Product Technical Support Process

WHAT YOU WILL FIND AT IVALUA

• A stimulating work environment focused on innovation
• You will join a global team, imbued with diversity, made up of extremely passionate, talented colleagues, recognized as experts in their field
• A solid training and internal mobility program
• Full benefit packages with quarterly bonuses & shared incentives
• Social events (afterworks, sports, music) organized regularly (in normal times)
• We are proud of the experience we bring to our customers through our agility, pragmatism, enthusiasm, reliability as well as our will to always challenge ourselves in order to continue learning and improving.

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