ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient. ETAP's expertise has emerged from more than 35 years of global experience, and more recently in 2023 by expanding into new integrated offerings with IGE, a leading electrical engineering software company renowned for its SEE software portfolio for the creation, maintenance, and calculation of electrical installation projects. Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us! ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer. Intitulé du poste : Coordinateur(trice) Support Client Localisation : Casablanca Département : Service Customer Support (Casablanca & France) Rattachement hiérarchique : Responsable Casablanca Description du poste Rattaché(e) au Responsable Casablanca, le/la collaborateur(trice) fait partie du Service Customer Support Casablanca et France. À ce titre, il/elle est principalement chargé(e) du dispatch des demandes entrantes reçues par téléphone (en cas de débordement), par e-mail et via le Portail Clients. À l’issue de son intégration, le/la collaborateur(trice) bénéficiera d’une formation aux logiciels internes afin de mener à bien les missions décrites ci-dessous. Le poste est évolutif et les responsabilités pourront s’élargir en fonction de la montée en compétences du/de la candidat(e). Missions principales Assurer le dispatch des demandes entrantes (téléphone, e-mails, Portail Clients). Réceptionner les appels lorsque tous les techniciens sont en ligne. Créer les tickets de dépannage et les affecter aux techniciens concernés. Créer et affecter les tickets de dépannage CANECO & SEE à partir des demandes reçues via : la boîte mail du Support Technique, le Portail Clients, l’équipe commerciale. Assurer le suivi des tickets non clôturés. Réaliser un reporting mensuel sur l’avancement de la clôture des tickets auprès du Responsable Customer Support France. Suivre les retours des enquêtes de satisfaction et créer des tickets de rappel pour les clients non satisfaits. Mettre à jour les outils et bases de données : logiciel de gestion des tickets clients, CRM, base de connaissances et solutions techniques. Formation et évolution Formation initiale aux outils et logiciels internes. Développement progressif des compétences techniques et opérationnelles. Évolution des missions en fonction des performances et des besoins du service. Profil recherché Maîtrise courante du français et de l’anglais (écrit et oral) indispensable Bonnes capacités d’organisation et de gestion des priorités Excellentes compétences en communication Sens du service client Capacité à travailler dans un environnement dynamique Une expérience avec des outils CRM ou de ticketing est un plus ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria. ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. Come and join ETAP to create the transformative technology that enables our customers to engineer a better world. ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient. Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us! ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. When you join ETAP you will be contributing to the energy transition towards a cleaner and more resilient world for the future, while advancing your career in a dynamic and innovative environment. Click here to read our Privacy Policy

Dispatcher Support Technique pour CANECO & SEE.

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