We are seeking a Customer Success – Technical Support Consultant/developer to work within the Customer Success Unit organization tasked with providing high caliber troubleshooting services to our top clients and Partners worldwide, being the first the main priority.
The function is of a hybrid nature where you will be troubleshooting customers problems while deepening your knowledge of the solution in parallel, by interacting with its written code and getting involved in the development of enhancements as required by the customer base.
The position is based in Lille (France) or alternatively Pamplona – Barcelona (Spain) .
The function of Customer Success – Support Consultant has the following key areas of responsibility.
Excellent analytical, troubleshooting methodology and problem-solving mentality
Ability to handle high pressured customer situations and achieve resolution with a clear sense of urgency.
Researches and investigates complex issues for Openbravo’s product defects and use logs, traces, dumps, debuggers, reviews product code, scripts, and other tools as a precursor to involvement by the Product Engineering team.
Leads and coordinates aged/escalated issues to customer’s satisfaction.
Leads and participates in projects to improve the business/products/customer Experience.
Partners with management, Engineering & product release management to highlight customer’s impact and influence the prioritization of defects/issues to create fixes, documentation enhancement to ensure the satisfaction of our customers
Leads others in adopting the product(s), technology, and environmental change. May act as a Designated Support Engineer to some high visibility customers.
Continuously expands knowledge of the Customer Success Unit best practices, procedures, and systems.
Provides coaching and mentoring to less-experienced team members to assist in progressing the backlog of problems and prioritize and balance their workload by sharing their expertise.
Identifies team training needs, collaborates with cross-functional team members to help develop and deliver training content, including engineer onboarding training.
Assists/Mentors others to prioritize and balance their workload by sharing their expertise.
Fully aware of customer Self-service success following the KCS methodology by reusing, creating, reviewing updating, and publishing.
Participates in customer engagements (i.e site visits, user group meeting, webinars) sessions as required.
Leverages and expand relationships with key internal stakeholders (Engineering& Services) to ensure successful interactions that yield progress.
Demonstrates technical and professional growth mindset by owning your continuous focus on skills development and leveraging the right opportunities to maintain and progress your skills.
Participates in technical design, development, testing, and documentation of plug-ins, modules, or vertical requested by partners.
Continuously expands product and technology expertise across multiple components & act as a subject matter expert for parts of the product.
The professional we are seeking:
BS or MS in Computer Science, Industrial Engineering or Telecommunications
Data Base Knowledge/experience, POS/Retail and/or business software applications related experience is a plus
Knowledge/experience in software development with the following technologies:
Java Platform and/or all tiers of an enterprise web application
SQL, PostgreSQL, and Oracle
User Interface technologies: XML, HTML, HTML5
Experience in designing technical solutions and taking the lead in projects & coordinating teams of developers would be a valuable plus.
Good written and oral communication skills in English are a must. French, Chinese and other languages are a strong plus
Analytical thinking & detail-oriented
Proven ability to meet/exceed deadlines under pressure in a dynamic environment
Initiative, flexibility, and adaptability
A 10 % availability & flexibility for business travel will also be required.
What we offer
A career in a fast-paced, entrepreneurial business environment
An opportunity to accelerate your professional development
A dynamic and young culture with flexible working conditions
A competitive compensation & benefits package
How to apply
Qualified and interested candidates should write an email with their resume attached to firstname.lastname@example.org .
Please put “Customer Success – Support Consultant” in the subject line of your mail.
Thanks for your interest in Openbravo!