Main Tasks:

The primary functions of this role are:

• To deliver technical expertise in all areas of the product portfolio, to a variety of groups, including Application Partners, Direct End-Users, Distributors and the company’s employees in the EMEA region.
• To create entries for and maintain an EMEA-wide Knowledge Base.
• To participate in new product release reviews and QA activities.
• Manage customers effectively and professionally, seeking help from senior staff. Appropriately escalate issues as needed.
• Ensure customer cases are reported and logged with the maximum information relevant to the issue. Communicate effectively with customers regarding expectations for call backs and follow up of their issues. Demonstrate an increasing level of customer care skills.
• Troubleshoot and diagnose routinely encountered customer issues making use of the resources available to you, and provide valid workarounds wherever possible. Own and resolve customer issues in a timely manner for your technical areas of expertise. Demonstrate an increasing ability to troubleshoot and resolve customer issues independently, using appropriate problem solving techniques.
• Log bugs in the bug database using clear and precise information, detailing the issue and how to reproduce. Provide additional information to development as needed. Set the customer impact level appropriately for the bug. Request patches when necessary.

Requirements:

• University-level education (Computer Science or related field)
• Experience as an Application Developer (Java, C, C++, C#, SQL)
• Fluent written and verbal English, native-level French
• Excellent communication skills and telephone manner
• Strong customer focus and ability to deal with a variety of people on different levels (for example software developers, solution architects and project managers)
• Strong problem-description and problem-solving skills
• Must be organised, able to multi-task and prioritise effectively
• Self-motivated, but also a team player with good team spirit

To apply please send your CV including a covering letter highlighting your relevant skills and experience.