COMPANY OVERVIEW
Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.
Our 850 employees provide a daily support for well-known costumers, leaders in digital transformation of their Supply Chain. Generix Group is present in more than 60 countries, through our 9 subsidiaries and our partnership network. Nowadays, our application services are used in more than 6.000 companies worldwide.
Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life! In a supportive environment, you can freely share and improve and skills and expertise.
Generix Group is growing along with its talents, so let’s build our future together!
Ready to join us the challenge of digital transformation of prestigious clients?

JOB DESCRIPTION
Ensure the resolution of tickets (incidents and requests), for the Generix Group solutions installed at the customers' premises, within the deadlines and the defined contractual framework.

MAIN RESPONSABILITIES
- Follow up of tickets from the clients (incidents and requests) and requalification of those tickets when applicable;
- Analysis, diagnosis and resolution of Level 1 tickets;
- Escalation of incidents and requests with all the necessary information when an upper level intervention is required;
- Gather of all needed elements for the diagnosis (trackers, debugs) and ensure the backup to share with higher levels;
- Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);
- Guarantee appropriate and necessary communication with the customer’s end-users for reported incidents and requests until their resolution;
- Reassign out-of-scope requests to the appropriate department(s);
- Follow escalation instructions and communication of any critical incident;
- Understand and apply procedures and instructions;
- Deliver patches to the customer’s release team.

EXPERIENCE REQUIREMENTS
- Level 4/5 in Computer Science, Electronic and similar or first experience in IT;
- Required: analytical thinking (for example: root analysis of an incident);
- Required: writing and synthesis skills;
- Fluency in French and English (written and orally) is mandatory;
- Good level of Spanish and/or German (orally);
- Knowledge in Supply Chain area is a plus;
- Know how in SQL;
- Team spirit and autonomy.

OFFER
- Attractive wages and benefits;
- Excellent work conditions and environment (Centro Empresarial Lionesa).

For application, please send your resume to: [email protected]