Software Support Specialist

• Responsible for maintaining the technical knowledge of the customer environment.
• Responsible for updating the technical documents in the Support & Application Management knowledge base. 
• Analyze log files, provide corrective measures, and propose technical preventive solutions to the First Line team or the customer success associate. 
• “Spar” with project members about technical/functional workarounds in the model in case of defining a correction due to an incident. 
• May execute hotfixes in the model on Production environments.
• Responsible for defining clear instruction (documentation and training) towards the front office team for incidents, service requests, or executing predictive maintenance.
• Responsible for maintaining an internal Reference environment.
• Contact 3rd party suppliers related to incidents or service requests. 
• Responsible to execute deployment of DELMIA Quintiq applications in the customer production environment to conform release instructions from the project team. 
• Provides input on new functional/technical opportunities to the Client Executive.
• Help to improve the internal and external  Continuous Services processes. 
• As part of the  Continuous Services team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests. 

Competence requirements: 

• Strong analytical and troubleshooting skills. 
• Persistence and pro-active attitude. 
• Creative problem-solving skills. 
• Problem management skills. 
• Customer and result oriented. 
• Excellent communication skills. 
• Highly customer and result-focused. 
• Sense of Ownership 
• Service and quality focus/mindset 
• Excellent English reading, writing, and conversation. 
• Flexible (e.g., rotational shifts).