Paris2011 - maintenant* In charge of providing support to SAP customers, primarily in the EMEA region, via SAP web site, telephone and e-mail. The role involves understanding and documenting customer-reported issues, taking ownership, researching and resolving issues, as well as guiding customers on upgrades and general system usage.
* Act as first point of contact and owner of queries and issues raised by the customer.
* Resolve customer problems in a friendly and timely manner so as to ensure a high level of customer satisfaction.
* Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems.
* Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems.
* Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects.
* Serve as liaison between customers and engineers by communicating problems and trends for internal resolution.
* Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues.
* Set up and maintain test and demonstration environments, including Windows Server/Active Directory/Certificate Authorities/Virtual Machines.
* Ensure customer service level agreements are met.
* Co-ordinate inclusion of software repairs in patches with developers.
* Conduct research and communicate enhancements to software to appropriate departments.
* Maintaining a high level of product knowledge, in order to meet customer enquiries for supported products.
* Meet or exceed departmental goals for Case Management, response times, and Customer Satisfaction scores.
* Provide updates, status and completion information to manager, problem request tracking system.
* Provide status overviews to management.
* Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
IGA-Tunisie
- Analyste Développeur
Issy les Moulineaux2010 - 2011Intégration et développements spécifiques sur le progiciel CRM Coheris
IGA-Tunisie
- Consultant Recette
Issy les Moulineaux2010 - 2010Projet Recette Coheris Trade :
Exécution des tests sur Salomé TMF
Suivi des états d’anomalie sur Mantis
Participation dans l’écriture de nouveaux tests en se basant sur les spécifications fonctionnelles détaillées de Coheris.
Conception Module Impression du projet Coheris Trade
Teleperformance
- Dataminer
Asnières sur Seine2008 - 2010-Gérer les campagnes On et Off line (Comptage, Ciblage, Extraction et Contrôle)
-Extraire les données pertinentes pour analyse (Campagnes On et Off line, Opérations Trade, Reportings, Analyse de l’activité, Analyse profils, Comportements clients, etc…)
-Participer activement à l’amélioration de la connaissance client
-Assurer les recommandations sur des sujets dataminers opérationnels (méthode de calcul, test de significativité, automatisations, etc..).
Formations
Institut Supérieur De Gestion De Tunis (Le Bardo)
Le Bardo2003 - 2007Informatique appliquée à la gestion
