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Summary: Join Cegid as a Customer Support Technician to assist and troubleshoot Retail customers on software solutions, providing both functional and technical responses. Highlights: 1. Assist and troubleshoot Retail software solution customers 2. Ensure customer satisfaction and comply with service level agreements 3. Develop your potential within an innovative company Cegid is a European leader in **cloud-based management solutions** for professionals in finance (treasury, taxation, ERP), human resources (payroll, talent management), accounting, Retail, and entrepreneurship. In an ever-evolving world, our **5,000 employees** help broaden the scope of possibilities by supporting our **750,000 customers** in achieving their projects and ambitions through useful and innovative solutions. **"Together, broaden the scope of possibilities"** is the principle guiding our actions. It reflects our identity, our approach, and our motivation to serve our customers. Thanks to this, we can affirm that every day we work to **shape your future**, ours, and that of our customers. For years, we have been designing solutions that revolutionize how our customers work — with a focus on sustainable performance. **What is your objective as a Customer Support Technician?** Join Cegid’s Customer Support teams specialized in the Cegid Retail software solution, used by over 1,000 retail brands and 25,000 points of sale worldwide. Your main mission will be to assist and troubleshoot our Retail customers on the use of our software solutions, both in France and internationally. **As a Customer Support Technician, you will:** * Handle customer requests, provide responses, and either resolve issues directly or escalate them as appropriate, * Process customer requests in compliance with service level agreements across all channels (incoming calls, portal, chat), * Monitor customer requests according to established procedures, * Apply Customer Support best practices daily and act as a guarantor of customer satisfaction through your responses and actions, * Flag recurring support calls. * Your language skills enable you to assist international customers by phone in **French (MANDATORY).** Proficiency in English would be an asset, * You hold a degree in IT or possess relevant IT expertise (Windows environment), * You are committed to understanding our customers’ needs through responses that combine both functional and technical knowledge. Customer service lies at the core of your values, * You are rigorous, possess strong interpersonal and written communication skills, and demonstrate sound analytical and synthesis abilities, Beyond technical competencies, we seek talents eager to express their full potential and broaden the scope of possibilities with us! Above all, it is your curiosity, team spirit, and customer service mindset that will make the difference. Our commitment At Cegid, the **diversity of our talents** is a strength we value, recruiting based on your **skills** and your **potential** to learn and grow alongside us. We offer a professional environment where each individual can fully thrive and express their uniqueness. Our commitment rests on **three fundamental pillars**: **gender equality**, **inclusion of persons with disabilities**, and representation of **all forms of diversity**.
