Apply NowCustomer Application Engineer at Ivalua (View all jobs)

　　Pune, Maharashtra - India

　　THE OPPORTUNITY

　　BACKGROUND:

　　Our Customer Support team is dedicated to leveraging IVALUA procurement solutions for our customers post go-live. The RUN team is still growing in order to guarantee the satisfaction of a growing number of customers. In this context of growth, we are looking for a Software Customer Support Engineer.

　　ROLE:

　　Within the RUN team, you work on a portfolio of clients in the US. You manage the customer relationship on the maintenance of these applications in operational and technical terms. You process customer requests which may be anomalies, support requests, change requests or a migration to a new major version. You will be the dedicated contact for our customers and partners in terms of technical expertise. You will own enhancements, Upgrades and Application Performance Tuning Activites. You will be trained and certified on our Buyer application (SaaS Source-to-Pay software package).

　　WHAT YOU WILL DO WITH US

　　Management of customer relations on the application

　　Dedicated contact for the customer administrator of the Ivalua solution on 1 to 5 accounts

　　Responsible for your customers satisfaction by providing attention and technical expertise

　　Weekly meeting (prioritization of requests) and monthly meeting (maintenance report, improvement plan and new subjects) with the customer and the integrator partner

　　Maintenance:

　　Follow-up, qualification, and prioritization of customer requests

　　Expertise needed in troubleshooting code and SQL issues

　　Staying up to date with trends with new syntax, query optimization, and

　　Prior knowledge of C# .NET & SQL frameworks to best support existing and future Ivalua customers

　　Ability to communicate well with customers and team members

　　Change requests:

　　Analysis of needs, deviations and customer processes in connection with project engineers, production of costs of requests.

　　Parameterization of the solution and reduction of specific code

　　Upgrade solution:

　　Preparation of the upgrade: generic and specific code (to be reduced), parameters, tests

　　Customer acceptance and production

　　Customer support and follow-up of associated anomalies

　　Expertise in solution and Customer Satisfaction:

　　Training in new and advanced products. Support for partners and customers

　　Feedback to R&D of customer needs and projects

　　Punctual participation in customer specification and configuration workshops

　　YOUR PROFILEIf you have the experience and skills below, this role could be for you.

　　Skills and Experience:

　　You have experience as a developer in object-oriented language (ideally C#) acquired through at least projects, internships or work-study.

　　You are a master of SQL (writing and optimizing queries)

　　You have experience in technical support, and if possible customer management.

　　Desired Qualities:

　　Excellent written and verbal communication skills and at ease in a multicultural environment

　　You have strong autonomy and good management of priorities

　　You want to develop your customer relationship management skills.

　　This position is open to experienced profiles as well as young graduates.

　　3+ years of experience on L3/L4 Software Product Technical Support Process

　　WHAT YOU WILL FIND AT IVALUA

　　A stimulating work environment focused on innovation

　　You will join a global team, imbued with diversity, made up of extremely passionate, talented colleagues, recognized as experts in their field

　　A solid training and internal mobility program

　　Full benefit packages with quarterly bonuses & shared incentives

　　Social events (afterworks, sports, music) organized regularly (in normal times)

　　We are proud of the experience we bring to our customers through our agility, pragmatism, enthusiasm, reliability as well as our will to always challenge ourselves in order to continue learning and improving.