Computer Specialist Customer Support Nantes

Keendoo reinforces its support team for its PLM software, a real link between users and the Keendoo technical team for an optimal service.

Our business

As a software publisher, we help food companies to control their recipes and methods in order to reduce their environmental footprint.

Your job

After a training period, you will be in charge of the support of our customers, you will be the technical intermediary between the users and the Keendoo technicians for an optimal service.

We

Small team of 25 computer scientists and agricultural experts, engaged in an ambitious adventure, very welded and attached to the quality of the service which we bring to our customers. Turnover: 2 M€, + 20% /year.

Our clients

50 groups and companies: major agribusinesses as well as small and medium-sized enterprises, located throughout France. More and more, they are transforming themselves to meet the growing environmental requirements (nutritional and environmental labeling, life cycle analysis, eco-design, recipe simulation), and to acquire a complete control of the composition of their products, in terms of quality and safety.

Our mission

To accompany these companies in their digital transformation, thanks to powerful IT tools and a strong contribution of expertise.

Your mission

• Receive user calls, classify them, provide diagnosis and initial attempt to resolve and/or escalate unresolved incidents in accordance with agreed upon service levels. Follow up on user requests and keep them informed of the outcome.
• Maintain request resolution dashboards.
• In collaboration with the technical team, handle the most complex requests requiring expertise or correction in the product.
• Ensure compliance with contractual SLAs
• Maintain documentation.
• Switch to Jira Helpdesk (Configuration, dashboard)
• Set up a knowledge base to optimize support
• Work on the continuous improvement of the customer support service.

Your profile

You have a minimum of 3 years of proven experience in a customer support department within a software company. You are oriented towards customer relations and have demonstrated your taste and ability to understand the needs and challenges of the business. Providing service, solving problems, and sometimes de-dramatizing situations, brings you real satisfaction.

• You know ITIL and the best practices in terms of managing a support service,
• You are at ease with Jira and can make suggestions to improve its use,
• You are fluent in written and oral communication, in French and English,
• You wish to participate in innovative projects with a sensitivity to environmental issues and eco-responsible innovation.

Join the Keendoo team and contribute your knowledge and know-how.

The work environment

• Offices in the " Hub Creatic " in La Chantrerie, north of Nantes
• Telecommuting possible
• Anticipated travel in France