Doxense Professional Services and product / solution support are unique differentiators for and recognized by our customers and partners. The quality of our service and support combined with the robustness of our solutions are keys to our success.
The Service and Support Engineer also builds a strong relationship with our certified partners by providing expertise and assistance in completing our partner ecosystem.
Roles and Responsibilities
This role is an active member of the Doxense Services and Support team. Your primary responsibilities are to ensure:
- The resolution of level 3 technical incidents from our partners and customers. This covers the entire life-cycle of incidents: from diagnosis to complete resolution and closure of the incident with the customer.
- The successful completion of Professional Services contracts with our customers and partners. Quality, schedule, and customer satisfaction are key attributes of completing a project successfully.
The mission includes taking a call and / or making a telephone call to the partner or client to establish a diagnosis, confirm and then resolve the incidents. You will have a disciplined approach to documenting incidents in the incident tracking system. You will work to resolve the problem remotely or on site (at the customer or at the partner’s location) or escalate the incident to level 3 with the development team. In all cases, you will ensure the follow-up of the incidents until their closing.
You will highlight generic incidents and / or recurring anomalies. You will document these incidents in the incident tracking system according to the established procedures.
You will evaluate the nature and the quality of the incidents reported by the partners and establish a regular synthesis.
You will work to implement Professional Services contracts within the process and methodology defined by Doxense, including adherence to quality, schedule, cost, and customer satisfaction. This may be at either a client’s or partner’s premises or remotely. Work may involve you to carry out audits, consultancy and expertise missions, configuration or deployment assistance and all appropriate documentation and presentation of such work to clients and partners.
You will write documentation for specific problems or specific configurations for the knowledge base. You will contribute to customer and partner satisfaction by providing a quality response to technical requests.
You will value the brand image of the company, defend its values regardless of the context of the projects implemented.
You will be regularly informed about new products and services, including our competitors.
You will be the guarantor of the integrity, the nature and the confidentiality of the information allowing to establish a quality customer / partner relationship.
Applicant must have a minimum of two years of support experience in the software industry and have experience working on Microsoft systems and networks. You should have a degree in computer science (BAC +2 / + 3). You should have a good working knowledge of Microsoft server environments: Windows, Active Directory and SQL Server. It is beneficial for applicant to have experience and knowledge of Microsoft printing environments and architectures.
Applicant must have very good written and verbal skills in French and English.
Applicant must also demonstrate analytical and summary skills, written and oral, have proven client communication by phone and email, have an ability to train customers and partners, be involved, rigorous and methodical. You have a sense of customer service and are adaptable.
The position is based in Lille or Paris and requires travel to our clients and partners.
Doxense is a printing and imaging software provider headquartered in Lille, France. Watchdoc, our Print Management solution, has over 20 years of experience and success working within complex customer environments. Our solutions are proven to generate substantial savings for our customers, and we continue to expand our offerings with innovative, cloud-based Device and Document Management solutions. Doxense has grown to more than 35 employees, each with strong set of business, technical and community values. Every day we help support our customers and network of partners located in 19 countries and 4 continents.
Doxense deploys many skills to manage complex Print and Device Management projects with our enterprise customers. These customers are in constant need of cost reductions and productivity improvements – our solutions are proven to help them achieve their goals.
We are a small company with big aspirations. We pride ourselves on the personal interaction with all team members and we value each other’s perspective. We expect each team member to be highly qualified and an expert in their role. We can only be successful if we continue to be an innovative software provider that adapts to the needs of our customers.