Jolicloud is looking for a Software Support manager to diligently assist users with solving issues related to their Jolicloud OS. The main focus will be the core components of the Jolicloud OS and its essential applications. Contribute to the development of a reputation for being friendly, approachable and solve problems quickly.

• Location: Paris
• Status: Full Time

Responsibilities

• Respond to all software related issues and provide solutions for users in a friendly and timely manner.
• Provide technical support and services to users by email and online support channels (e.g Twitter, Get Satisfaction, Facebook).
• Proactively contribute to the development and management of long-term support channels (i.e. FAQ, Knowledge Base).
• Liaise with the original application and system developers in order to identify potential solutions before handing over to the internal engineers.
• Establish operational procedures and processes to ensure cost-effective and efficient support services.
• Write operational and application documentation.
• Develop necessary reporting mechanisms to communicate performance to management.
• Convey customer feedback to product managers, designers and engineers in order to continuously improve client satisfaction.
• Carry out software functional testing as well as performance testing.

Requirements

• Deep understanding of Linux Operating Systems, particularly Ubuntu.
• Basic knowledge of some of the following programming languages: C/C++, Python, HTML/JavaScript.
• Master's degree or equivalent combination of education and experience.
• Minimum of 5 years software management and customer support experience.
• Strong experience in issue tracking & project lifecycle management.
• Excellent verbal and written communication skills with a strong ability to communicate effectively orally and in writing.
• Passionate about quality customer care and problem solving.
• High energy, motivation and strong team player skills.
• Must be able to work autonomously with little guidance.
• Strong ability to multi-task in a dynamic and fast-paced environment.