Job description Support ENG (niveau ingénieur)

Job Description:
Drive deployment of our key solutions at Schools. These solutions include but are not limited SIS
(Student Information System), Communication and collaboration solutions like Microsoft 0365
and Microsoft Teams
Drive adoption of these solutions by training users and developing usage scenarios usage scenarios
Provide SLA based onsite support for the end users of customers (Schools) on the deployed solutions.

Qualification & Skills Summary:

1. Engineering or bachelor’s degree in a technical field or equivalent experience
2. 1-2 years of hands-on solution deployment and/or Customer Support experience
3. Experience with Microsoft technologies
4. Excellent customer communication skills with strong listening & articulating outcomes
5. Able to work with teams remotely with self-management of time & stakeholder
management.
6. Basic project management skills
7. Good proficient in spoken and written English.

Key Responsibilities:

Technical
 Understand SIS & its functional business process to ensure effective system usage.
 Quickly gain technical knowledge to understand product configuration & customization.
 Understand Directory Services and Collaboration platforms like Microsoft 365 and be able
to develop usage scenarios to drive adoption in an educational context.
 Conduct effective RCA (Root cause analysis) & problem management for every incident
or ticket.
 Be able to create SOP (standard operating procedures) and checklists (for a specific
school) in order to prevent the same in the future.

Functional
 Engage with multiple customers’ end-users and business owners.
 Understand desired business outcomes, and help customer realize them through usage
of the SIS and the collaboration platform.
 Drive lifetime value for the customer through continuous adoption of new features with
appropriate usage scenarios
 Ability to collect and transmit information that is required for ticket resolution.
 Provide direct first line support to the users and manage escalations when needed.
 Ensure smooth support process for end users by ensuring SLAs are continuously met.
 Hold weekly review meetings with the customer & internal team to improve KPI metrics.

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