OCS Support Technician

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

You will be part of the Customer Support Department of Generix managing incidents and client requests for our OmniChannel Sales Solutions.

MAIN RESPONSIBILITIES

- 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;

- Escalate incidents and requests: transmission of out-of-order incidents and intervention requests to the appropriated services;

- Understand and apply procedures and instructions.

Qualifications

- Degree in Software Engineering, Information Technology, Mathematics or similar;

- Knowledge of SQL is required;

- Knowledge of Windows and Linux Operating Systems;

- Basic knowledge of network protocols (TCP/IP, http, ftp) will be a plus;

- Prerequisites: analytical skills (ex. Analyze and identify the causes of an incident), synthesis skills and be comfortable on the phone in order to reassure the customer.

- Ability to work in a team and be autonomous. Be able to apply the instructions and given procedures;

- Fluency in French is mandatory;

- Good level of English would be a plus. Basic level is mandatory.

Additional Information

- Attractive compensation package;

- Excellent work conditions and environment (Centro Empresarial Lionesa).

Generix is committed to build an inclusive environment, in which diversity and equity are truly part of our culture, so all our positions are open to people with disabilities.

Generix will process your personal data in the context of your application. You have the right to access, correct, delete and object to information about you. For this, please send your request to dpo@generixgroup.com. For more information, please see the Privacy Policy available at www.generixgroup.com.

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