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About Us
Concentrix is an international company operating in over 70 countries. As specialists in improving customer experience and optimizing business processes, we help companies transform and achieve excellence in an inclusive, collaborative, and innovative environment.
Responsible for handling support requests from our clients regarding our software solutions for law firms and accounting firms, the N2 product support officer is at the heart of the customer relationship within our teams.
Compare the client's request with the application's functionality, and if necessary, with current regulations (e.g., finance law, IFU).
Use available tools to reproduce and understand the malfunction:
Microsoft SQL Profiler
Browser development tools
Backoffice and API error logs
Client data copies
Study the functioning and organization of the SQL database to find the cause of data anomalies.
Develop and test corrective scripts to eliminate the reproduced malfunction.
Report critical alerts to various cross-functional services regarding the Lexis Poly solution:
Development dept:
Daily exchanges to analyze and reproduce malfunctions.
Precisely detail the reproduced bug reprostep in the development service tool, Azure Dev Ops.
Monitor the progress of the resolution of the most critical application bugs.
Assist in analysis.
Test after correction by the development service for validation.
Report critical malfunctions during regulatory periods such as IFU.
Product dept:
Regular exchanges to report requests for sometimes regulatory changes.
Support brainstorming on questions and malfunctions encountered by our clients during regulatory periods to improve the application.
Editorial / Content Dept:
Report client information on errors or requests related to the content (acts) of the software solution.
Data (Recovery & Migration):
Daily exchanges to analyze and reproduce data anomalies.
Report alerts on recurring anomalies to determine the cause and correct it permanently for future client deployments.
Daily meetings to assist in analyzing software usage questions.
Explain/correct errors made by the Level 1 during audits of client interactions.
Continuous training of the Level 1.
Support for skill development.
Accountant/Expert Accountant: Analyze part of the client's accounting and/or invoices made from the software solution to verify if the reported anomaly is related to our solution or a client misunderstanding. Critical due to the impact of the 2018 Finance Law.
Legal Manager: Advanced analysis of reports associated with title management (company shares) and dividend distribution to develop and test a corrective script or manually recreate all operations when title management is in error. Critical due to the impact on the IFU regulatory declaration.
IT: Analyze workstation/network causes of client malfunctions with the solution.
SQL Profiler & SQL Server Management Studio
SQL script development
Management software / CRM
Comfortable with web technologies
IT/network knowledge
Accounting
Basic knowledge of corporate law (Title Management, IFU, General Meetings)
Basic knowledge of judicial law
Familiar with GDPR regulations
Autonomous, takes initiative
Keeps knowledge up to date
Excellent client relationship skills and comfortable speaking and writing with demanding clients
Able to communicate with both technical and legal or accounting contacts