B2B Support Technician

at  Generix Group

Company Description
Generix Group 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 Group 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 Group 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
As part of the Costumer Support Department of Generix Group, you’ll be involved in a team that provides technical assistance to our clients 24/7.

Qualifications

• Level 4/5 in Computer Science, Electronic or similar. Degree in Information Technology, Mathematics or similar will be a plus;
• Basic knowledge of Windows and Linux Operating Systems is required;
• Basic knowledge of network protocols (TCP/IP, http, ftp) will be a plus;
• Analytical (ex. Analyze and identify the causes of an incident) and synthesis skills;
• Ability to work in a team and be autonomous. Be able to apply the instructions and given procedures;
• Previous experience in a Technical Referent role will be a plus;
• Fluency in French and English is mandatory

• Creation and processing of customer requests;
• Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
• Apply the necessary actions for the first analysis of the incidents, in order to solve the level 1 occurrences according to the SLAs. Provide alternatives and disclosure patches for the costumers;
• Management of the relationship with the customer: carry out the necessary and proper communication for the declared incidents and requests, until their resolution;
• Be a source of information, guidance, and support for team members.
• Escalate incidents and requests: transmission of out-of-order incidents and intervention requests to the appropriated services;
• Understand and apply procedures and instructions.

Qualifications

• Level 4/5 in Computer Science, Electronic or similar. Degree in Information Technology, Mathematics or similar will be a plus;
• Basic knowledge of Windows and Linux Operating Systems is required;
• Basic knowledge of network protocols (TCP/IP, http, ftp) will be a plus;
• Analytical (ex. Analyze and identify the causes of an incident) and synthesis skills;
• Ability to work in a team and be autonomous. Be able to apply the instructions and given procedures;
• Previous experience in a Technical Referent role will be a plus;
• Fluency in French and English is mandatory;

Additional Information

• Attractive compensation package;
• Excellent work conditions and environment (Centro Empresarial Lionesa).

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