Description of the offer

Field of activity

Customer Success

Location

Sao Paulo , Brazil

Contract type

Permanent

Working type

Full time

Experience required

3 - 5 years

Job category

Technicien

Date

Reference

REC12053

Customer Support Engineer Brazil

Job description

INTRODUCTION
Lectra develops premium solutions that give fashion, automotive and furniture companies the means to embark
on Industry 4.0 with confidence. We empower brands, manufacturers and retailers, providing them with the
market respect and peace of mind they deserve. Lectra offers Collection Design, Manufacturing and
Management solutions (CAD, CAM, PLM, PIM, DAM), Cutting Room solutions and Competitive Intelligence
solutions.


POSITION SUMMARY
The primary function of this position is to provide after-sales technical support on solutions to customers’ users, remotely from our Call Center, including solving software technical issues, answering queries on software features and helping customers to develop their skills.


DUTIES AND RESPONSIBILITIES
Receive escalations from customers, analyze root causes, seek solutions remotely including parameters setting, application tips, installation of whole solution, upgrade version, installing debug and so on;
Understand customer needs, offer expertise to ease application and improve efficiency;
Record and report to headquarter Call Center on escalations that cannot be solved in local Call Center. Trace the escalation process until solution is given;
Systematically and proactively carry out upgrade program. Ensure customers understand the value of upgrade service;
Ensure Call Center service commitment, for example response time and solution rate, is met and exceeded. Ensure customer is satisfied with solution service.
Participate in implementation, installing, setup and configure environment;
Give training to customers. Share best practice;
Audit application process, understand customers’ needs, find areas of continuous improvement and offer expertise consultation.


PROFILE
Bachelor degree in Design/Engineering/Textile, etc;
Experience in customer care and/or Call Center is a plus;
First class communication and presentation skills;
High level of process analysis skills to work with senior level decision makers;
Energetic and adaptable;
Fully PC literate (Windows, Microsoft Office);

Candidature

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