Application Support French Speaking
o Handle calls professionally and deal with queries efficiently
o Adjust tone/level according to who the caller is.
o Acquire system knowledge in order to troubleshoot and support effectively
o Quickly identify specific problems, recognising the cause and where necessary offering a suitable fix (or workaround where necessary)
o Keen investigative skills enabling to test and recreate specific issues
o Build thorough cases through collection of relevant data
o Build and maintain relationships with key clients
o Respond to customer enquiries, software related queries and provide technical support and case management of issues, including follow-up
o Educate clients about new features or add-ons
o Recognise where further assistance may be required by the client
o Follow and execute customer service procedures
o Pro-actively provide input into customer service strategy, procedures and direction.
o Work closely with the Client Services and Sales team to promote teamwork and collaboration
o Acquire understanding of industry processes in order to provide best practice advice to clients
o Use online tools effectively (WebEx, Network Streaming)
o Learn new tools and acquire knowledge of a process/program easily
o Actively pass on knowledge of system to all internal staff
Promotion and Reporting
o Seek and recognise leads and referrals for the Sales/Business Development Team
o Maintain all customer interaction records by logging in CRM
o Record all issues, bugs, improvements and new feature requests in JIRA and where necessary provide the JIRA link in the CRM case record
o Gather feedback from customers about the Oracle-Aconex system in order to provide input into product development
Required Skills and Experience
o Previous helpdesk or customer Service experience
o Excellent computer literacy with a variety of software packages
o Good general understanding of the Internet and experience in its use
o Good time management and organisational skills
o Interpersonal skills
o Patience and enthusiasm
o Strong problem-solving abilities
o Ability to work on an afterhours roster as and when required
o Must be fluent in French and English - any further European language skills would be a bonus.
o Excellent written and verbal communication skills
o Construction industry experience
o Experience in technical troubleshooting/problem solving
o Accountability - Holds self and others accountable for high-quality and timely outcomes by determining objectives and prioritising work effectively. Complies with established control systems and rules accepting responsibility for mistakes and giving credit to others for their contributions and achievements.
o Building a vibrant Aconex culture - Defines organisational culture by practicing espoused values and behaviours promoting inclusion and equity for all Aconex staff and associates
o Client focus - Makes clients and their needs a primary point of action, developing and sustaining productive client relationships
o Innovation - Generates creative solutions, trying different and novel ways to deal with opportunities and problems
o Integrity - Maintains social, ethical and organisational norms, adhering to and promoting codes of conduct and ethical principles
o Adaptability - Maintains effectiveness when experiencing changes in work tasks or the work environment.
o Applied learning - Assimilates and applies new job-related information in a timely manner.
o Assurance - Polite and knowledgeable, demonstrates self-confidence and awareness. Instils trust in internal and external stakeholders.
o Building client loyalty - Meets clients' needs, building productive relationships whilst taking responsibility for client satisfaction and retention.
o Coaching - Providing timely coaching to help others excel on the job and meet key accountabilities.
o Communicating with impact - Expresses thoughts, feelings and ideas in a clear, succinct and compelling manner, adjusting language to engage the audience effectively
o Empathy - Provides attention to tasks and stakeholders appropriate to individual contexts.
o Formal presentation - Presents ideas effectively to individuals or groups, delivering content suited to the context of the audience.
o Impact and influence - Affects change through persuasion and negotiation, gaining others' support.
o Managing workload - Prioritises tasks; allocates and manages time and resources effectively.
o Technical knowledge: Aconex - Applies understanding of Aconex effectively within context of own role
o Tenacity - Perseveres with issues until solutions are achieved.
Morgan McKinley is acting as an Employment Business in relation to this vacancy.
Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.