Job Description
- 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 knowledges/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 feedbacks, 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

Job Requirements
- At least 4 years experiences in providing application support/ consulting to users in a customer focused environment
- Fluent in French and English is mandatory
- Experienced in SAP system (FICO module), Salesforce, Microsoft 365 suite (such as SharePoint, OneDrive, Teams, …) or any ERP systems
- 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