Job description

Manage and develop the international support department.
Define and execute processes to ensure SLAs are met.
Follow-up on client adoption rate.
Formalize the customer ticket handling process.
Analyze complex problems, research solutions in collaboration with the R&D team and document problems to ensure a better level of support.
Manage the Customer Success Manager & 2 technicians and help them prioritize their tasks.
Collaborate internally with R&D teams and externally with our clients.
Communicate clearly with clients and build strong relationships.

Profile

You have a degree in Technical studies (Civil Engineering, Computer Science, etc.) OR Business or any equivalence in experience.
You have at least 3 years of experience in managing a support team in the world of software and software implementation.
Excellent written and oral communication (FR/NL/EN).
Technical IT skills:
- Engineering background: general computer and network knowledge, experience in maintaining complex computer systems (Database, Process control/supervision, Remote access tools such as RDP, FTP, Automation via scripts, Data analysis via SQL...).
- Ability to acquire full mastery of the tools offered by the company (become an expert at user and administrator level).
Agile mindset, willingness to learn, process oriented and problem-solving.
You are a self-driven and motivated person, who can manage his time and projects independently.

Organisation and department description

My client is a SaaS scale-up working on becoming a European leader in the digital transformation of the constrution industry. They are looking for a new resource for their IT team based in Walloon-Brabant.

Offer