Support Consultant

Purpose of the function :

The Support Consultant plays a crucial role in assisting business partners with the installation, configuration, and management of WoodWing applications. As a key member of the Customer Success team, you will be responsible for ensuring the satisfaction of our business partners and customers in utilizing WoodWing products and services.

Job Description :

Responding to technical queries from partners and customers with accuracy and efficiency.

Analyzing and resolving issues escalated by partners and customers.

Effectively handle tickets in a timely manner.

Timely reporting of tickets that may escalate to the Manager or L3 Support.

Maintaining regular contact with business partners and customers to address their needs.

Collaborates with other staff to research and resolve problems.

Creating and managing test and support environments.

Staying updated on WoodWing products through internal training and self-study.

Actively contributing to the Knowledge Base by sharing knowledge and information.

Performs other related duties as assigned.

Bachelor's degree in Computer Science or related field.

At least three years of experience in customer support is highly preferred.

Broad technical knowledge in the ICT field, including :

MS Windows, Linux, MacOS (management and configuration),

Configuring and using relational databases (Oracle, MySQL, MS SQL),

Web application technologies (PHP, XML).

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Strong analytical and problem-solving skills.