Product Specialist (Technical Client Support) French-speaking recruitment
Job ID: 18731
Position Description:
SunGard's solutions for corporate liquidity help businesses facilitate connectivity across the ecosystem of buyers, suppliers, banks, data providers and other stakeholders to increase visibility of cash, improve communication and response time, reduce risk and help drive maximum value from working capital.
We are currently seeking a hands-on Client Support Specialist, fluent in French, with outstanding customer service and troubleshooting skills. The successful candidate will join the EMEA team to support our AvantGard Receivables product - GetPaid. This will be through phone and e-mail communications, undertaking appropriate research of product issues as they arise.
Key Duties:
• Responsible for resolving functional and technical questions or issues encountered at client sites. This includes collaboration with other service areas if appropriate, follow up, testing and troubleshooting.
• Serve as primary support liaison between company and customer providing quality service.
• Responsible for entering all issues into our issue tracking system with detailed information, and following up with clients.
• Escalate issues if unable to resolve within defined timeframes.
• Responsible for identifying and documenting product defects for review and validation.
• Work closely with product management to help identify customer requirements and support trends.
• Maintain a high level of customer satisfaction which is measured on a regular basis.
• Represent the team in a number of other functional areas within the company (i.e. internal training, customer visits).
Position Requirements:
Essential
• A technical background and/or prior experience working in a Helpdesk environment.
• Experience of working in customer facing environments with enterprise customers for a software vendor is a must-have.
• Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skills and/or related experience.
• Experience managing critical situations.
• Fluency in French and English.
A background in credit, collections or query management is strongly desirable. ITIL exposure would be a plus.
Technical Skills
• Working knowledge of current Microsoft Windows operating systems (client and server platforms).
• Working knowledge of Relational Database (RDBMS) technology with basic administration experience in Microsoft SQL (2005/2008) and/or Oracle (10g/11g).
• Knowledge of Java J2EE and knowledge of UNIX, Linux would be beneficial.
Additional requirements:
• Strong client relationship skills.
• An ability to learn quickly, and apply knowledge to problem-solving situations.
• Good written and verbal communication skills.
• Good troubleshooting skills.