Cabinet Michel Simond Alsace

• Provide support to our partners and customers for 2nd and 3rd level support requests (DE/EN) related to our ECM software DocuWare • Qualify and analyze complex issues in virtual and cloud-based environments • Deliver tailored solutions, sometimes in collaboration with colleagues • Handle requests using remote tools, email and phone (not a call-center role) • Document troubleshooting steps in the central ticketing system • Coordinate and collaborate with software development and product management