VIE - Customer support

Thales Services Numériques Sas

Bucharest

4 zile în urmă

Lieu : Bucharest, Romania

The people we all rely on to make the world go round they rely on Thales. Thales rely on its employees to invent the future : right here, right now.

Present in Romania for over 40 years, Thales is expanding its presence in the country by growing its Digital capabilities and by developing a Group Engineering Competence Centre (ECC).

Operating from Bucharest, Thales delivers solutions in a number of core businesses, from ground transportation, space and defence, to security and aeronautics.

Several professional opportunities have arisen. If you are looking for the solidity of a Global Group that is at the forefront of innovation, but with the agility of a human structure that tailors to the personal development of its employees and allows opportunities for evolution in an international environment, then this is the place for you!

WHO ARE WE ?

Thales Group is a multinational company being global technology leader for the Aerospace, Transportation, Defence and Security markets.

Thanks to its 80, employees in 56 countries, Thales has a unique capability to design and deploy equipment, systems and services to meet the most complex safety and security requirements.

The mission of Thales Services Numériques (TSN) is to continuously ensure performance, resilience and security of our customers' critical information systems.

TSN is mastering the entire software lifecycle from consulting to managed services, leveraging industrial and cutting-edge platforms for Thales Group and external customers such as Aerospace, Energy,Public sector,

So as to meet our customer demands namely on time-to-market delivery, competitiveness and agile methodology, TSN is relying upon our Nearshore engineering extension, Thales Romania resources (TSR) with a target from + by to by (70% Software engineering, 30% IT Outsourcing activities)

Customer Support (French)

WHO ARE YOU ?

Required competencies / experience :

Experience on Customer Support and Helpdesk on a level 1 and 2

Know how to identify an incident (application software, network), to qualify it and to harvest missing information

Good general IS / IT technical level

Use of an active directory

Good practice knowledge on Microsoft Exchange (ECP, AD, Powershell)

ITMS Tools and Microsoft Office Suite

French mandatory!

Behavioral skills :

Draft correctly (procedures and reports)

Communicate effectively towards the concerned teams

Adopt an attitude and a professional speech with all interlocutors

Alert his manager or the referent in case of missing or insufficient information to realize the support, or of any problem

Customer facing

Be proactive on your tasks

Sense of responsibility

Good communication skills

WHAT WE CAN ACCOMPLISH TOGETHER :

Responsibilities & job summary :

Take into account the requests customer by treating the calls, mails, tickets of the customers of the perimeter of the team (on the planning defined by the schedule) while respecting the priorities

Follow the backlog of opened and assigned ticket

Autonomous on the ticket resolution

Follow up all the actions in the proper ITSM tools in order the ticket could be escalated to a colleagues or upper level support team

Take into account the ascents of the SDM and indicate them the defects or the neglects

Participate in the elaboration of the action plan on the customers complaints

Alert the other analysts in case of major incidents

Form his co-workers

Update permanently the Knowledge base and establish working procedures

Ensure and validate the integration of a Customer within Customer Support

Mobility :

Remote working is possible (3 days a week whatever Romania cities, and 2 days to TSR (Bucharest))

Laptop and connection environment are provided by TSR

Occasional travel in France when needed

Innovation, passion, ambition : rejoignez Thales et créez le monde de demain, dès aujourd’hui.

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