Within the Digital department and reporting to the Application Support Lead, you will play an active role in scaling and professionalizing our application support function.
Your mission will be to structure and enrich knowledge bases, support ticket management, and empower internal users through documentation and automation.
You will also contribute to defining and monitoring support performance indicators, help manage relationships with external vendors, and support change management for internal users, all within a mindset of continuous improvement.
Key Responsibilities
Documentation & Knowledge Management
Create, maintain, and continuously improve user and technical documentation (processes, FAQs, guides, resolution templates, etc.)
Formalize internal support procedures in collaboration with the Support Lead
Structure and maintain a shared knowledge base accessible to all stakeholders
Automation & AI Enablement
Contribute to the implementation of AI-powered automated response systems (chatbots, LLM integrations, etc.)
Identify relevant use cases to automate part or all of the ticket resolution workflow
Monitor and assess the performance and impact of deployed AI solutions
Take ownership of one or more AI agents in the mid-term
Operational Support
Assist in qualifying simple or recurring support tickets
Participate in the analysis of incoming requests and root cause identification
Support the creation and refinement of Jira tickets in collaboration with users and business teams
Collaboration & Continuous Improvement
Act as a bridge between business teams and support to anticipate documentation needs
Participate in feedback sessions with internal users
Proactively suggest improvements to support processes, tools, and user experience
Voyage Priv茅
https://careers.smartrecruiters.com/VoyagePriv