glassdoor sales-marketing cloud application support specialist

Cloud Application Support Specialist


<strong>Imagine new horizons...</strong><br/><div>Do you have dreams? Do you enjoy a challenge? Here at Dassault Syst&egrave;mes, we empower people with passion to change the world. Let us open new horizons together with the power of 3DEXPERIENCE virtual universes!</div><div><strong>The challenges ahead...</strong> </div><br/><div>This is an excellent opportunity to join our cloud software support team, providing technical solutions to customers. We are looking for a self-motivated Cloud Application Support Specialist with a passion for professional service excellence, who wants to build on their experience and make a real difference to our cloud solutions. As a key contributor to the team, you will be involved in all aspects of the support process including collaboration with multiple stakeholders. Your contribution will be critical to customer success.</div> <div>This position will be an expanding role and manage a variety of both business and technical challenges that emerge on a daily basis. This will ensure that your day to day tasks are rarely the same and offer great opportunities for innovation and service improvement. The work entails cross-functional interaction in a virtual team in a rapidly evolving environment.</div> <div><strong>What will your role be?</strong> <ul><div><ul><li>End to End ownership of customer requests from opening until closure ensuring customer satisfaction</li> <li>Ensure data accuracy (incl. urgency, defect/non-defect, priority, description of problem/scenario, use cases, business process impacts, frequency)</li> <li>Promote R&amp;D best practices through interaction with customers/end users</li> <li>Timely deliver answers /solutions including validating all code corrections against customer scenarios. (i.e. debug kits/emergency fixes/hot fixes/fix pack)</li> <li>Make sure our delegated Partners are delivering against their support SLA per Service Request</li> <li>Participate in customer cadence calls, on demand, to convey technical expertise and deliver plans to enhance value &amp; satisfaction</li> <li>Manage emergency/production down situations for mission critical systems: deliver best in class resolution plan and communicate according to customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations).</li></ul></div></ul></div><br/><strong>Your key success factors</strong> <div><ul><li>Bachelors of Engineering or Computer Science or equivalent work experience</li> <li>4+ years of relevant professional experience</li><li>Direct customer support experience analyzing and resolving customer related issues</li> <li>Strong oral and written communication skills in English</li> <li>Strong analytical and problem solving skills, highly organized, and strong attention to detail</li> <li>Ability to work in a fast-paced environment and deliver under pressure</li> <li>Capable of multi-tasking and meeting critical deadlines</li> <li>Strong ability to influence</li> <li>Highly self-motivated, positive attitude with a high level of enthusiasm and willingness to learn and incorporate coaching and instructions into daily tasks and assignments</li> <li>Team player mentality, ability to build and maintain solid long term relationships</li> <li>Comfortable and effective in working across regions and cultures</li> <li>Exposure to Dassault Systemes solutions, including CATIA, ENOVIA and the 3DEXPERIENCE Platform a plus</li></ul></div><br/>