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Application Support Associate

voyage-prive.co.uk Logo

Voyage Privé

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Location:
France , Aix-en-Provence

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Structure and enrich knowledge bases
  • Support ticket management
  • Empower internal users through documentation and automation
  • Contribute to defining and monitoring support performance indicators
  • Help manage relationships with external vendors
  • Support change management for internal users
  • 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
  • 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
  • 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
  • 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

Requirements:

  • Minimum of 5 years of professional experience, including significant experience in a similar role (Application Support, Functional Support, Knowledge Manager, etc.)
  • Proven experience in optimizing support processes, building knowledge bases, and producing structured documentation
  • Experience working in complex environments with partial, outdated, or missing documentation
  • Strong understanding of complex application environments
  • Comfortable using documentation tools (Notion, Confluence, Google Workspace, etc.)
  • Ability to analyze user workflows and translate them into clear, educational documentation
  • Interest in or initial experience with AI tools (chatbots, automated responses, RAG, etc.)
  • Excellent written communication skills in both French and English
  • Strong organizational skills and attention to detail
  • Analytical mindset with the ability to synthesize information
  • Curious and enthusiastic about tools and technology
  • Strong listening skills and ability to explain complex topics in simple terms
  • Proactive and autonomous
  • Team player
  • French (mandatory)
  • Professional English (written and reading required, spoken English is a plus)
  • Comfortable working with tools such as Dust, Power Automate, Make, or equivalent platforms

Nice to have:

  • Experience or initial exposure to deploying AI-powered support solutions is a strong plus
  • Spoken English is a plus
What we offer:
  • Up to two remote workdays per week, with the possibility to consolidate them into one full remote week, up to four times a year
  • Fully equipped gym available morning, noon, and night
  • Exclusive padel court for employees
  • Company Breaks, Carnival, Annual Convention, meetups, and talks
  • Free tickets to Provence Rugby home matches or dance at Dalida Institute events
  • Up to 20% off our irresistible getaway deals

Additional Information:

Job Posted:
January 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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