VIE - Customer Support in Bucuresti

Lieu : Bucharest, RomaniaThe people we all rely on to make the world go round – they rely on Thales. Thales rely on its employees to invent the future: right here, right now.Present in Romania for over 40 years, Thales is expanding its presence in the country by growing its Digital capabilities and by developing a Group Engineering Competence Centre (ECC). Operating from Bucharest, Thales delivers solutions in a number of core businesses, from ground transportation, space and defence, to security and aeronautics.Several professional opportunities have arisen. If you are looking for the solidity of a Global Group that is at the forefront of innovation, but with the agility of a human structure that tailors to the personal development of its employees and allows opportunities for evolution in an international environment, then this is the place for you!WHO ARE WE ?Thales Group is a multinational company being global technology leader for the Aerospace, Transportation, Defence and Security markets. Thanks to its 80, employees in 56 countries, Thales has a unique capability to design and deploy equipment, systems and services to meet the most complex safety and security requirements. The mission of Thales Services Numériques (TSN) is to continuously ensure performance, resilience and security of our customers' critical information systems. TSN is mastering the entire software lifecycle from consulting to managed services, leveraging industrial and cutting-edge platforms for Thales Group and external customers such as Aerospace, Energy,Public sector,…So as to meet our customer demands namely on time-to-market delivery, competitiveness and agile methodology, TSN is relying upon our Nearshore engineering extension, Thales Romania resources (TSR) with a target from + by to by (70% Software engineering, 30% IT Outsourcing activities)Customer Support (French)WHO ARE YOU ?Required competencies / experience:Experience on Customer Support and Helpdesk on a level 1 and 2Know how to identify an incident (application software, network), to qualify it and to harvest missing informationGood general IS/IT technical levelUse of an active directoryGood practice knowledge on Microsoft Exchange (ECP, AD, Powershell)ITMS Tools and Microsoft Office SuiteFrench mandatory!Behavioral skills:Draft correctly (procedures and reports)Communicate effectively towards the concerned teamsAdopt an attitude and a professional speech with all interlocutorsAlert his manager or the referent in case of missing or insufficient information to realize the support, or of any problemCustomer facingBe proactive on your tasksSense of responsibilityGood communication skillsWHAT WE CAN ACCOMPLISH TOGETHER :Responsibilities & job summary: Take into account the requests customer by treating the calls, mails, tickets of the customers of the perimeter of the team (on the planning defined by the schedule) while respecting the prioritiesFollow the backlog of opened and assigned ticketAutonomous on the ticket resolutionFollow up all the actions in the proper ITSM tools in order the ticket could be escalated to a colleagues or upper level support teamTake into account the ascents of the SDM and indicate them the defects or the neglectsParticipate in the elaboration of the action plan on the customers complaintsAlert the other analysts in case of major incidentsForm his co-workersUpdate permanently the Knowledge base and establish working proceduresEnsure and validate the integration of a Customer within Customer SupportMobility :Remote working is possible (3 days a week whatever Romania cities, and 2 days to TSR (Bucharest))Laptop and connection environment are provided by TSROccasional travel in France when neededInnovation, passion, ambition : rejoignez Thales et créez le monde de demain, dès aujourd’hui.