Job Summary:

‍

According to his/her mission, the associate provides 1st (permanence) and 2nd (projects) level support to the customers on Decidium HR offers such as:

• Pilotage Social (Pilotage RH, Pilotage Masse Salariale)
• Talents (Entretien, Formation, Revue de Talents, Revue de Rémunérations, Kiosque Absences)

‍

Responsibilities:

He/She has the objective to assist customers on the various HR offerings which are part of our portfolio. He/She contributes to the improvement of our processes, to the increase in efficiency, the improvement of our customers’ satisfaction, while following deadlines.

‍

‍

Main responsibilities are:

• Treatment of Level 1 tickets on Decidium HR offerings
  • Self-identify and self-assign the tickets which are part of his/her area of expertise
  • Assist customers via Siebel tickets:
    • Accesses management
    • Role assignments
    • Configurations
    • Functional assistance

• Doing the follow up or monitor data or reports production
• Alerting the manager or account manager when needed (delay, consistency)
• Maintaining/Customizing of existing reports for our customers
• Estimating the workload to realize, test, document and deliver the technical solution
• Analyzing the discrepancies on solution
• Documenting the solution and the delivery form
• SOP management and process improvement
  • Maintenance of the SOP-s for his/her area of expertise
  • Measure the efficiency of the process and the quality of his/her own assistance
  • Identify improvement opportunities
  • Contribute to the respect of mutual commitments

‍

‍

Reports & Performance Metrics:

• On time delivery
• Volume/quality of tickets treated
• Backlog

‍

‍

Knowledge and Skill Requirements:

• French language – B2 level, English would be a plus
• MS Office tools knowledge (Excel, PowerPoint, Word…)
• Ability to manage several projects in parallel
• Excellent customer service abilities
• Take initiatives to improve customer satisfaction
• Be able to speak and write easily & clearly
• Analytical skills and an ability to summarize
• Organized, rigorous and autonomous
• Team player
• Dynamic and responsive

‍