• Accueillir les utilisateurs au guichet (accueil, accompagnement, résolution, traçabilité) • D'intervenir directement auprès des utilisateurs ; • Gérer les incidents et les demandes (qualification, traitement, résolution, clôture, traçabilité dans l'outil ITSM JIRA) • Accompagner les utilisateurs sur les outils de mobilité (enrôlement, configuration tablette et téléphone) • Masteriser des postes • Réaliser des opérations de maintenance et de résolution sur le matériel informatique • Organiser, en toute autonomie, votre journée en fonction des incidents à résoudre des urgences • Suivre les stocks • Conseiller et garder informé l'utilisateur durant tout le processus.

• You will lead a dedicated team and promote close collaboration to achieve strong results together. • Overall responsibility for ensuring the performance of the Remote Services and technical escalation management for the respective modality while adhering to Q&R-relevant processes and guidelines as well as customer satisfaction. • Responsible for cost management of associated products and systems. • Continuous coaching and development of RSEs and TSS to ensure professional support for customers, colleagues, and modality-related processes. • Entry point for all strategic remote-related customer inquiries & responsible for the technical escalation management of the associated modality(ies). • Implementation and, if necessary, localization of global and/or local remote initiatives. • Lead and coordinate remote projects within the modality(ies).

• Respond to customer support requests via Pylon, Slack, in-app chat, and email. • Diagnose and resolve common, documented issues related to user access and permissions, platform usage and workflows, data visibility or expected system outputs. • Follow established troubleshooting guides and support playbooks. • Clearly communicate findings, next steps, and resolutions to customers. • Accurately classify and document incoming support requests. • Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available. • Track escalated issues and communicate status updates back to customers. • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides. • Identify recurring issues and flag documentation or process gaps to the team. • Maintain clean, well-documented tickets that support efficient collaboration. • Meet defined first response time (FRT) and resolution SLAs. • Deliver professional, clear, and customer-focused support interactions. • Support overall team goals for customer satisfaction and ticket backlog health.

• Provide comprehensive technical support to enterprise customers • Serve as trusted advisor ensuring success with the Cyara Platform • Create great experiences for customers when they need help • Manage support cases to enable fast resolution of inbound requests • Contribute and maintain internal and customer-facing content in the Knowledge Center • Learn Cyara products intimately and help customers • Investigate issues in the product and partner closely with engineering to fix issues • Document defects that are escalated to the Engineering team