Everysens is looking for their new Customer Support Engineer !

As part of our TVMS Expertise Center team (2 peoples), attached to the the VP Operations, your main tasks will be :

• Be an expert of our “TVMS” solution (Digitalization of rail freight logistic) !

• Working with our project managers during the onboarding of new customers to set up the solution and inject the customer’s MasterData

• Provide user support (mainly functional), on incidents, questions and service requests

• Writing customer’s documentations (User guide, configuration guide, User Knowledge Base, etc.)

• Providing training for our users (by videoconference and sometimes in person at our customers’ offices)

Main activities

CUSTOMERS SUPPORT

• Become an expert in our TVMS solution, with in-depth knowledge of the platform, its functions and uses, to understand and qualify all customer requests (questions, incidents, service requests, etc.).

• Prioritise and process user’s requests autonomously.

• Investigating incidents or problems, coordinating the progress of requests with internal teams (Product Manager, Software Engineer, etc.) and ensuring that the problem is properly resolved.

• Keeping the support documentation database up to date (Internal KBs, User Q&A, User Guide, etc.)

• Contribute to the quality of our product documentation by helping to write it or by ensuring quality control of the documentation supplied by the Product and Engineering teams.

Project Engineer

• In collaboration with our project managers, helping customers get started with our solution (application settings, data transfer, etc.).

• No previous experience required :)

• You are keen to understand our users’ business (logistics/rail freight)

• You are keen to learn about the technical and functional operation of our TVMS solution and become an expert in the solution

• You speak French and English - another EU language is a plus

• You are comfortable using new technologies in a software publisher context (SQL, API / POSTMAN, import procedures, etc.)

• You master Atlassian/Jira, the Google and Office Suite

• Travel is sometime required to meet customers in Europe

• 15min discovery call

• 1 hour meeting with Eva, our experienced CSE <3

• 1 hour meeting with Michel, our VP Operations.