Company Description
Generix is a leading SaaS vendor specializing in Collaborative Supply Chain solutions that enable the seamless exchange of goods and data across the globe between suppliers and customers, all while responsibly managing their flows. Its platform of innovative digital services optimizes the management of physical flows, by coordinating the entire supply process, from production to delivery, thanks to its WMS, TMS, RMS and VMI solutions; as well as logical and financial flows, by integrating the systems of all players in the chain, from order to payment, with its e-invoicing, e-reporting, EDI, P2P and O2C solutions.
Generix creates a distinctive ecosystem designed to cater to its customers, ensuring top-notch performance and sustainability, connecting all global players in retail, industry and services, and fostering the transition toward greater digitalization and energy efficiency. With nearly 850 dedicated employees, Generix provides day-to-day support to over 4,500 companies across more than 60 countries, processes over 500 million invoices, handle more than 40 million order lines each month, and manage 8 million EDI messages daily. Our clientele includes Danone, FM Logistic, Fnac-Darty, Essilor, and Ferrero.
Job Description
Ensure the resolution of tickets (incidents and requests), for the Generix Group solutions installed at the customers’ premises, within the deadlines and the defined contractual framework.

Qualifications

• Level 4/5 in Computer Science, Electronic and similar or first experience in IT;
• Required: analytical thinking (for example: root analysis of an incident);
• Required: writing and synthesis skills;
• Fluency in French and English (written and orally) is mandatory;
• Good level of Spanish and/or German (orally);
• Knowledge in Supply Chain area is a plus;
• Know how in SQL;
• Team spirit and autonomy

• Follow up of tickets from the clients (incidents and requests) and requalification of those tickets when applicable;
• Analysis, diagnosis and resolution of Level 1 tickets;
• Escalation of incidents and requests with all the necessary information when an upper level intervention is required;
• Gather of all needed elements for the diagnosis (trackers, debugs) and ensure the backup to share with higher levels;
• Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
• Guarantee appropriate and necessary communication with the customer’s end-users for reported incidents and requests until their resolution;
• Reassign out-of-scope requests to the appropriate department(s);
• Follow escalation instructions and communication of any critical incident;
• Understand and apply procedures and instructions;
• Deliver patches to the customer’s release team.

Qualifications

• Level 4/5 in Computer Science, Electronic and similar or first experience in IT;
• Required: analytical thinking (for example: root analysis of an incident);
• Required: writing and synthesis skills;
• Fluency in French and English (written and orally) is mandatory;
• Good level of Spanish and/or German (orally);
• Knowledge in Supply Chain area is a plus;
• Know how in SQL;
• Team spirit and autonomy.

Additional Information

• Attractive compensation package;
• Hybrid Working Policy;
• Excellent work conditions and environment (Lionesa Business HUB).

For more information, please check our website: www.generixgroup.com/p