Customer Support Engineer- IT/SaaS

Lectra Systems (Shanghai) Co. Ltd

Customer Support Engineer- IT/SaaS

POSITION SUMMARY

As a member of the Expertise Center Team within the Customer Success department, the Customer Support Engineer is responsible for delivering support to Lectra customers using Lectra applications in the CAD and Manufacturing sectors, particularly focusing on Cloud and SaaS applications, as well as desktop applications.

She/He handles inquiries from customers and technical personnel within Lectra across the APAC region and is tasked with finding remote solutions in alignment with the service contract commitments. Working closely with other departments at Lectra, including various expertise centers, local & corporate technical teams, she/he ensures the seamless provision of services for Cloud applications to our customers.

DUTIES AND RESPONSIBILITIES

Support

Provide a high-quality customer service in accordance with the best practices of the Customer Experience in compliance with contractual terms (deadlines, quality):

• Analyse customers’ requirements and needs
• Define solutions, identify quick corrective actions to be implemented, communicate technical requirements and suggest improvement actions through working methodologies
• Escalate requests and bugs by supplying a detailed analysis of the issues
• Provide feedback to customers and subsidiaries (curative but also proactive actions)
• Respect procedures (response times, case treatment in the order of the queue list, check the qualification of the call systematically, close cases on time)

Monitor the availability of Cloud applications through dashboards and indicators provided by the Development teams

Provide support to internal teams

Continuously monitor the ongoing issues.

Continuous improvement

Detect any weaknesses in support processes and tools and suggest areas for improvement.

Contribute to the knowledge base:

• Write technical documents FAQ for customers and other internal specialists in our subsidiaries
• Organise workshops
• Create tutorials on the application use or working processes

Develop business services

• Identify business opportunities
• Support in proposals or forward information to the sales teams

OPERATIONAL CONTEXT

• Working hours linked to the Expertise Center.
• Internal relationship with: Professional services teams, technical and implementation teams, Field service engineers, Account managers, Customer Success managers, Product Support teams, Corporate and Marketing teams
• External relationship with Customers: IT Project Manager, end users

Additional tasks assigned by Team managers, Ad-hoc tasks/supports are required

EDUCATION AND EXPERIENCE

Minimum bachelor’s degree in Information Systems; first experience in customer support for a Cloud application editor would be appreciated.

POSITION QUALIFICATIONS

• Good background and experience in Digital technologies, Cloud services and Saas
• Good knowledge of network configuration and protocols (IP, Internet, etc.)
• Hardware knowledge (understand the network dependencies, storage capacities, servers, etc.)
• Debug HTTP (ability to understand data flows and API communications)
• Cloud Services knowledge
• Background/experience with Linux
• Preferably have understanding of containers
• Preferably have understanding of Splunk (specific dashboard creation)
• Preferably have understanding of Kubernetes (Services monitoring)

INTERPERSONAL SKILLS

• Excellent interpersonal skills to establish solid and long-term relationships with customers and Lectra people involved
• Excellent communication skills (written and spoken)
• Ability to understand the customer’s needs and to suggest a well-adapted solution.
• High analytical skills for problem resolution, solution-oriented
• Good ability to handle unforeseen situations
• Demonstrate initiative
• Fluent English (spoken, written)
• Knowledge of the Fashion or Auto Industry, of their processes or of Lectra Software Solutions would be appreciated.

TRAVEL

• Occasional travel to customer sites is required