Customer Success /Field Service Engineering 3
You may not know our name, but you have surely used our innovations and solutions.
Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.
We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.
We serve our clients in 180 countries thanks to our 15,000 employees worldwide.
Purpose
Key Missions
- Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
- Reproduces and document customer problems and escalate them to relevant solution or product development teams
- Provides input as required on product and customer specific functionality, configuration and usage
- Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
- Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
- Maintains support documentation up to date
- Ensures procedures are correctly implemented
- Conducts standard and complex analysis in autonomy
- Coaches and challenges peer(s)
- Brings expertise on Support domains
- Participates in high-level technical meetings with the customer
- Eventually involved critical issue processing
- Main interface for card/solution related technical topic between the technical communities in the organization
- Ensure the quality of the product developed by R&D to minimize the industrialization issues and accelerate go to market.
- Maintain the technical skills of the technical communities on the technology standards
- Improve the customer satisfaction and minimize the business impact in case of technical issues
- Proactively act to understand customer technical needs and identify potential card/solution in relation with IDEMIA product roadmap.
- Ensures procedures are correctly implemented
Profile & Other Information
- Computer Science Engineering
- Experience > 5 years
- Experience in Smart card technology and project management Creativity / Analysis
- Thorough knowledge of (U)SIM card usage in Network
- Thorough knowledge of Telecom network functionality
- Experience in coordinating multiple pools of activities
- Knowledge of Smart cards/embedded and digital technology
By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world.
We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. And we’re transforming, fast, to stay a leader in a world that’s changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Our teams are close and collaborative; maintaining a dialogue and developing human connections matter to us. We are truly international and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
Each of our locations has its own advantages to offer a collaborative and friendly work environment.
IDEMIA. Expect the unexpected. Join the journey of a unique tech company.