Responsibilities
What will you contribute?
Reporting to the CS Manager of the solution, the Technical Client Support will monitor interfaces, implement new features, manage client expectation in relation to the Cloud but also work to standardize the user experience of the Cloud solution across all concerned functions (presales, support and consulting)
Responsibilities & Deliverables:
Your deliverables as a Technical Analyst will include, but are not limited to, the following:
• 1 - Daily business
• Monitor all automated tasks and manage the client communication in case of an issue
• Coordinate across the organization the investigations to fix the issue
• Participate in upgrades and commitments taken as part of the Cloud services (SOC1 certification, yearly DRP exercise...)
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• Investigate technical and functional defects and propose adequate solutions in conjunction with the Cloud
• Build a survey template to identify the level of satisfaction of the Client in our Cloud and drive the improvement of the KPI(s)
• 2 - Projects
• Implement new features as specified by the client
• Participate/Lead/Coordinate the architecture design of the solution in the cloud
• Analyze and realize the standardization of the solution for the benefit of the client and all internal stakeholders
• Insure the right level of documentation and knowledge transfer across the practice
• Work closely with SaaS team for all changes that could occur on the infrastructure
Qualifications and Requirements
• Bachelor's Degree in Computer Science or related course
• Oracle, interfaces, infrastructure technical knowledge
• Knowledge of KTP is a plus
• Strong client focus and impeccable professional integrity
• Good spoken and written English
• Effective interpersonal communication skills and transparency
• Ability to work in a team environment
• Knowledge of software development life cycles is a plus