Role

You are responsible for the support and maintenance for Enablon customers. 

Contribute to provide level 2 support on enterprise-wide Enablon software solutions for small and large companies in compliance with best practices and processes.

Work closely with other analysts, project teams, IT specialists, product managers and developers, as well as customer project teams to provide the best response for existing clients’ requests.

Directly responsible for the management of a support queue, the qualification and tracking of client requests and provision of solutions within the expected response time applicable to the client.

May work on the solution with other Enablon teams.

Provide additional support services such as product refreshers (short review of functionality of modules owned by the client), coordinate project audits, product presentations for premium customers.

May also be involved in support sales for the production of feasibility assessments and estimates to meet client requirements.

Finally, you understand and does what it takes to have a delighted customer.

Support & Maintenance

Provide level 2 support to clients

Follow up on maintenance of client software

Qualify and provide solutions to defects raised by clients

Comply with Service Level Agreements defined with the clients

Provide rigorous and timely updates to client requests

Strive to reduce response time for support issues

Analyze technical feasibility, and propose solutions to meet customer requirements

Estimate changes requested by clients

Manage enhancement requests

Configure, test and deliver fixes and enhancement for client applications

Deliver quality work

Maintain documentation

Provide additional support services for premium clients

Develop, maintain and optimize the interactions between all the internal parties at Enablon

Share best practice recommendations with customers, ensuring an optimal use of the software

Manage customer expectations throughout the support period

Comply with support processes and best practices

Develop a image of a service of great quality and value with clients

Ensure customer satisfaction and enhance relationship management

Organization

Actively participate in own career development and continuous improvement

Provide pro-active reporting to the Support Manager

Document and share best practices and lessons learned with peers

Collaborate with Product Managers and Developers to improve products

Experience

2 years of professional experience developing software

1 year at Enablon if hired at the Junior level

Propose improvements to existing processes and tools

Education/Background

At least a 4-year degree in Computer Science or Software Engineering

Programming

Proficient in at least one programming language Familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies Knowledge of database design concepts

Fluent in English Fluent in the local language Proficiency in French can be a plus.