Everysens is looking for their new Customer Support Engineer !

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

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

• As main trainer at Everysens, provide training for our users (by videoconference and sometimes in person at our customer’s offices)

• Work 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

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

Main activities

TVMS TRAINER

• Create and keep up to date the various training aids (Slides, videos, verification of knowledge, etc.)

• Prepare training courses with customers (defining objectives, organisation, preparation of environments, discussions with customers, etc.)

• Provide training for our users (by videoconference and sometimes in person at our customer’s offices)

• Suggest new ideas for improving our training services

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.

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

• Keep 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 ours projects managers, helping customers get started with our solution (application settings, data transfer, etc.).

• No previous experience required :)

• You are keen to understand our user’s 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 (min >=B1, training in english to provide to ours users by group of 6) - 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.