E-business Support Specialist

**Company presentation**
- A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

**Entity and activity description**
Air Liquide’s ambition is to be a leader in its industry, deliver long term performance and contribute to sustainability - with a strong commitment to climate change and energy transition at the heart of its strategy. The company’s customer-centric transformation strategy aims at profitable, regular and responsible growth over the long term. It relies on operational excellence, selective investments, open innovation and a network organization implemented by the Group worldwide. Through the commitment and inventiveness of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.

Air Liquide’s revenue amounted to more than 20 billion euros in 2020. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, EURO STOXX 50 and FTSE4Good indexes

**Missions and Responsibilities**
As an e-business support specialist, your role will be to ensure the quality of the customer experience (internal and external) on the digital tools developed by the digital marketing team.

**Your challenge at Air Liquide**

Your mission is to support internal teams, users and customers in the use of digital tools developed by the Metal Fabrication digital marketing team. You should know these tools at your fingertips to be able to answer different questions, help users navigate and use the tools, train new users and new employees and convert non-users to digital tools.

Your input will not only help us maximize our investments in digital tools, but also help us achieve our team's business goals.

You will be at the heart of operations and you will be a necessary source of information for the sales force, the digital marketing team and the customer experience center.

You will be responsible for:

- Support the call center / customer experience center, the sales force (account managers) and the administrative teams by answering questions and needs related to digital tools
- Support and accompany the sales force in the conversion of their online customers (customers and distributors)
- Provide ongoing training to users and new employees, organize regular training sessions (Q&A)
- Create training materials and customer response templates.
- Make sure to complete the creation of online accounts (manual operation)
- Identify and assess customer demand trends (internal and external) and opportunities to increase customer loyalty and satisfaction.
- Perform functional investigations, solve technical problems, data or configuration problems and open, if necessary, technical follow-up requests (tickets) with the web development firm.
- Support feature launches and migrations in collaboration with the IT team and third parties.
- Regularly test digital tools.

**Competencies and Profile**
You have an excellent system D and you like to find solutions to problems. In fact, for you, a problem does not exist: it is a challenge You know how to use your analytical skills and your ability to use data and measurements to overcome the biggest challenges and act in prevention so that they do not repeat themselves. You like being the “go-to person” in a company. You have strong technical and IT skills and you also understand the importance of consumer experience and marketing in a company. You are a fan of digital transformation.

The person sought is organized, creative, proactive, honest and able to work under pressure, in addition to excelling in teamwork.
- Ability to complete multiple projects simultaneously
- Strong analytical, planning and problem-solving skills with excellent attention to detail
- Good relationship management skills to satisfy a wide range of internal stakeholders, external resources and customers
- Ability to communicate with all levels of management/organization
- Be comfortable with tight deadlines and adapt to unforeseen circumstances
- Ability to work in a team with great flexibility and limited supervision
- Excellent oral and written communication skills; strong active listening skills.

**Who are we looking for**
- University education preferably: computer systems, information technology, software engineering, marketing, project management or any other related and relevant field.
- 1-2 years of experience in project management or coordination
- Supporting the customer an asset
- Agreeing to disclose your COVID-19 vaccination status, as a condition of employment.
- Agreeing to be fully