Technical Operations Consultant

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What will your Role be? 

• Satisfy our Users, Customers & Partners thanks to Superior Technical Expertise by answering requests, monitoring usage, listening to feedbacks and communicate improvements 
• Be accountable for the quality & speed of answers to all 3DS Customers Support Requests
• End to End ownership of customer request from opening until closure ensuring customer satisfaction
• Promote R&D Best Practices through interaction with customer/users
• Make sure our delegated Partners are delivering against their Support SLA on each Service Request.
• Contribute to answer users questions in user's communities.
• In case of a dedicated Support Services level contracted by the customer :  (e.g. Premium), 
• Be the Dedicated Technical Expert for selected Premium Customers to manage  “Service Requests”
• Participate to customer cadence call, on demand, to convey technical expertise and deliver plans to enhance value & satisfaction. 
• Manage production down situations for mission critical systems: deliver best in class resolution plan and communicate according to Customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations)

 

The Challenges ahead: 

• Listen and capitalize on user's feedbacks to guide R&D to improve solutions based on user's needs
• Communicate improvements to users
• Contribute to  Big Data / Cognitive Computing transformation adoption to enhance customer satisfaction
• Deliver high value Best Practices ( Platform/Infrastructure related)