Client Engagement & Support Specialist - EMEA
Location
France
Posted
56 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Client Engagement & Support Specialist - EMEA
Modaxo
Join our team and take your career to the next level. Job Summary: Job Overview The Client Engagement & Support Specialist – EMEA is part of the Customer Care department at Expretio and serves as the primary point of contact for European customers using the Appia revenue management application. Operating within the European time zone (CET/CEST), this role ensures that Expretio's EMEA client base receives responsive, high-quality support and proactive engagement throughout the customer lifecycle. This role combines technical support expertise with customer success responsibilities. The Client Engagement & Support Specialist – EMEA is responsible for managing the full lifecycle of support tickets through the Expretio Customer Service system — from initial triage and classification to escalation, resolution follow-up, and closure — in strict adherence to contractual SLA commitments. Beyond reactive support, they nurture strong client relationships, coordinate deployment activities, accompany customers through onboarding and adoption, and act as a trusted advisor to help clients derive maximum value from their investment in Appia. As a secondary responsibility, they participate in the integration of customer data, coordinating with development and operations teams while performing hands-on data tasks when required. The Client Engagement & Support Specialist – EMEA demonstrates strong knowledge of the Appia application, railway revenue management concepts, and client-facing communication. They investigate reported incidents with precision, reproduce and document issues clearly, and coordinate with development and operations teams to ensure timely resolution. They answer functional questions from operators, provide guidance on application behavior and workarounds, and contribute to monitoring dashboards and service quality metrics. They work with minimal supervision and are expected to stay current with Appia product developments and new releases. They actively participate in identifying recurring issues, proposing long-term solutions, and improving support and engagement processes to maintain high levels of client satisfaction. Job Description: Preferred Education and Experience - Bachelor degree in computer science, information technology, or related technical field. - Minimum of 5 years of professional experience in technical client support or application support in a software company. - Minimum of 3 years of experience managing client relationships and support requests in accordance with SLA commitments. - Experience working with cross-functional teams (development, QA, operations) to investigate and resolve client-reported issues. - Training in revenue management or railway industry provided by the company. Additional client-provided training sessions are completed on a regular basis to maintain domain expertise. - Asset: Solid understanding of revenue management principles, ideally in the railway passenger transport sector. - Asset: Experience in data integration, data migration, or data onboarding activities. - Asset: Experience in programming or software development. - Asset: Any relevant certification related to software support or ITIL. Key Responsibilities Technical - Receive, triage, and classify incoming customer tickets and assign appropriate priority levels in accordance with contractual SLAs. - Reproduce and validate bugs reported by operators or identified internally, and document them with clear steps to reproduce, expected vs. actual behavior, affected version, and environment details. - Create and link internal tickets to customer tickets when escalation to the development or operations team is required, ensuring all information needed for investigation is included. - Follow up on open tickets through to resolution, maintaining ticket status and keeping operators informed at every stage. - Answer functional questions from operators about the Appia application, providing clear and accurate guidance on application behavior, workarounds, and usage. - Apply or coordinate workarounds, patches, and hot fixes in collaboration with the operations team to resolve client incidents. - Analyze and query PostgreSQL & MongoDB databases to investigate data-related issues and validate application behavior. - Contribute to service monitoring and dashboard maintenance to support operational visibility and proactive issue detection. - Coordinate with development and operations teams to support the integration of customer data into Appia. - Document data integration procedures and contribute to the standardization of integration workflows. Client Engagement & Customer Success - Assist in the deployment of Expretio's software solutions for new EMEA customers under the coordination of the Customer Success Manager. - Collaborate with the development team to propose and contribute to improvements of the Appia application. - Support the Customer Success Manager in activities tied to European customers, contributing to engagement and support initiatives as needed. - Contribute to continuous improvement of support and engagement processes, identifying recurring issues and proposing long-term solutions. - Contribute to analyzing customer tool usage and provide guidance on how to best achieve their goals. Help identify and prioritize functional needs with customers and analyze the problems and challenges they encounter. - Ensure the organization and quality of client information. Leadership - Act as a resource within the support team, sharing knowledge, best practices, and Appia expertise with colleagues. - Collaborate with the development team to propose and contribute to improvements of the Appia application. - Stay current with Appia product releases and new features to maintain accurate and up-to-date support knowledge. - Contribute to continuous improvement of support processes, identifying recurring issues and proposing long-term solutions. - Participate in bi-weekly Ops-Client meetings to review open tickets, business changes, and operator-reported issues alongside Client Account Managers. - Participate in DRP (Disaster Recovery Plan) readiness activities as they relate to client-facing service continuity. Technical Skills - Experience with Relational and NoSQL Databases for querying and investigating data-related issues in client environments. - Familiarity with Unix Server for basic monitoring and environment health verification. - Strong written and verbal communication skills for operator-facing interactions and internal escalations. - Ability to reproduce, document, and escalate bugs with precision, providing the development team with all necessary information for investigation. - Understanding of SLA management, ticket priority levels, and the ability to apply or recommend workarounds, patches, and hot fixes as appropriate. - Proficiency in English, both written and spoken, is required to enable effective communication in an international organizational and commercial environment. The company operates globally, with clients around the world, making English the common working language across regions. - Ability to communicate in French is required for internal communications. - Asset: additional European languages (Spanish, German, etc). - Asset: basic knowledge of shell scripting. - Asset: Experience with for creating and maintaining internal and client-facing documentation. - Asset: Knowledge of Jira Service Management for advanced ticket routing, SLA configuration, and dashboards. - Asset: Knowledge of revenue management principles and railway passenger transport industry. Other Key Skills and Competencies - Technical Expertise: Mastery of the Appia application and revenue management domain, enabling autonomous investigation and resolution of complex client issues without escalation. - Customer-Centered Approach: Ability to build and maintain strong, trust-based relationships with client project managers and end users, ensuring satisfaction and long-term retention. - Communication: Ability to communicate complex technical concepts clearly to non-technical client stakeholders, and to produce high-quality written documentation and support reports. - Task Management: Ability to manage a high volume of concurrent support tickets, document issues with precision, and follow each case through to resolution while keeping clients informed. - SLA Accountability: Strong sense of ownership for each support case, ensuring bugs are properly documented and escalated, clients are kept informed, and no ticket falls through the cracks. - Strategic Thinking: Ability to identify trends in customer needs and usage, and align engagement actions with organizational goals. - Team Collaboration: Active contributor to cross-functional collaboration between support, development, and client teams, with a go-to mindset and strong attention to client priorities. - Adaptability: Comfort with changing requirements, switching priorities and adopting new technologies, and resilience to achieve expected results despite obstacles. Worker Type: Regular Number of Openings: 1
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