Join a key client-facing support team and play a central role in delivering service excellence.
Highly operational role involving direct handling of incidents while ensuring service quality across a dedicated client scope.
You will functionally lead a team of 2 based in Lisbon (no direct line management), ensuring proper ticket follow-up, preparation of client committees, and structured reporting, with regular communication to management based in France.
This is a demanding environment requiring strong rigor, customer focus, autonomy, and excellent communication skills in both French and English.
Main responsibilities: • Provide front line support and act as primary contact for Entreprise's clients; • Log all questions, incidents, problems and requests with accurate and complete information; • Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures; • Perform first level technical troubleshooting and problem solving; • Fulfil reporting, data extraction and application configuration requests; • Escalate requests and incidents to the next level of tier support based on established guidelines and procedures; • Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution; • Support internal project and development teams during new product releases roll out; • Drive continual improvement into monitoring/measurement/alerting practices and tools; • Communication and tracking of tickets from opening to closure; • Organisation and facilitation of monthly customer committees; • Implementation and creation of customer crisis calls; • Preparation of incident reports and follow-up on action plans; • Maintain and update the internal knowledge base; • Work in alternating shifts with earliest start at 7:00 AM and latest finish by 18:30 PM; • Occasional Saturday for technical operations with customers on an alternating schedule.
Hard skills: • Fluent in both French and English (near native level) • Analytic and problem-solving skills The following Skills are valued: • Relevant academic background (3 yrs. min.) • Previous experience in similar functions (>10 years) • SQL (nice to have) • ITIL best practices • AS400