Acrelec is recruiting talents for tomorrow
IT / Web
Technical Content Editor with French
About Acrelec
Acrelec is a global technology company focused on reinventing the customer experience for restaurant and retail brands. Leveraging decades of software, hardware and service expertise, we develop and integrate new platforms that increase customer engagement, optimize efficiency and improve operations. Our 900 employees around the globe collaborate with our customers and partners to design, create and build the world’s leading smart stores. Never satisfied with the status quo, our passion is in delivering breakthroughs that drive business results.
You will be part of the team that is working on implementing the new generation of self-ordering kiosks which are used in fast-food restaurants. As a member of the Technical Support team, you focus on providing Level 3 Support and kiosk campaigns for the company’s customers. This involves solving technical customer inquiries via ticketing tools and creating new campaigns on XML and CMS platform. You will also have the chance to work closely with a caring and friendly team.
You will:
- Create kiosk campaigns;
- Offer technical support on SW issues;
- Interact closely with the Level 2 team and project team;
- Categorize every support ticket based on urgency;
- Track and monitor ticket statuses;
- Keep customers informed /updated;
- Providing timely and accurate customer feedback;
- Follow up with clients to ensure the problem is resolved;
- Perform software requests and updates products for our colleagues;
- Analyse the system logs and find the root cause of client issue;
- Escalate the ticket to development/ PM teams in case of inability to fix the issues;
- Create JIRA tasks /reports for bugs;
- Test and confirm bug fixes;
- Maintain and prioritize multiple requests/projects simultaneously;
- Maintain a strong and positive communication with all the customers.
Key Requirements:
- At least 2 years of experience on technical projects (Level 1/ Level 2);
- Comfort with remote troubleshooting, XML;
- Team player with the ability to function both independently and as part of a team;
- Amiable, and tolerant with customers;
- Maturity, problem-solving, analytical skills, and communication skills desired;
- Strong communication skills in both French and English;
- Nice to have experience with Jira platform;
- Bachelor’s degree in a relevant field.
What we offer:
- The 13-th salary;
- Annual holidays starting from 23 days;
- 1 additional day off for your Birthday;
- Additional budget for expenses caused by remote working;
- Meal Tickets;
- Easter and Christmas bonuses;
- Medical subscription;
- Referral bonuses;
- Learning & development budget.
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