Michelin Hiring for Digital Support or Admin at Pune, Maharashtra Full Time

Full Job Description
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KEY EXPECTED ACHIEVEMENTS

Technical Support & Problem Solving

Delivers post-sales support and solutions to the customers, acting as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages after deployment : go-live / migration, implementation, day-to-day management, upgrade, patching, , etc.Resolves technical questions regarding the use of and troubleshooting of the digital solution.Finds the root cause of an application malfunction and develops action plans (patch application, configuration changes, work-around) and assist customer in test and implementation to address the issue.Manages service request queues and works with team members to jointly resolve issues.Performs assessments (functional, business process, technical, configuration, performance).Escalates the issue to business or development teams if too severe to addressResearches product technical, functional and domain technology related areas and conduct knowledge transfer sessions for customers.
Maintenance & Evolutions

Performs the setup and debugging during the launch period.Executes or provides stand-by assistance for maintenance window interventions.Identifies potential issues: foresight to anticipate and address potential issues before they become issues.Provides key feedbacks on the digital solution performance as well as needs for evolutions to improve users’ experienceSpecifies or upgrades solution parameters for a particular customer installation, aligned with DCAD prescriptions or local legal requirements.Manages the changes, migrations and back-ups.Updates operating documents.
Solution Administration & Daily Customer Service

Monitors data quality (see below), service level, user access and security.Creates, updates and removes the user accounts, manages rights and accessesCreates, updates and removes the contents of the digital solutionSet-ups the solution according to local specificities, if relevantSolves users’ issues and requests, provides advice and assistance or interfaces with customers and Support to manage escalations and lead resolution.On-boards new (internal or external) users ensuring them a smooth onboarding process.Delivers adhoc training/coaching aligned with defined learner competencies, needs, and/or outcomesUpdates user documentations (user guides…)Contributes to the debriefing and evaluation of the digital solution
Data Management & Quality

Verifies accuracy and consistency of collected data/content before entering themEnters data/content, ensuring data compliance and appropriate security protectionApplies methods and practices to manage the full life cycle of data from creation or acquisition to disposalControl the quality of data related to own role, according to the defined frameworkConducts data/contents cleaning to rid the solution of old, unused, outdated, duplicate or incorrect dataRequests for data quality rules evolution in order to improve non-quality detectionDevelops reports to check data fill and quality of information for key user informationApplies the policies and procedures for quality set by the organization.Applies reaction standards to solve quality issues