Customer support officer

Matooma; Montpellier; Hybride; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A company in the IoT sector is seeking a Customer Support Officer in Montpellier. In this role, you will manage customer inquiries, ensure satisfaction, and support operational tasks in a dynamic team. Ideal candidates should be autonomous with strong communication skills and a customer-oriented mindset. The position offers a modern work environment, health insurance, and various benefits.

Prestations

100% coverage for health insurance

Meal vouchers

RTT

Group benefits

Profit-sharing

Qualifications

• Rigorous and reactive with strong customer focus.
• Demonstrates autonomy and excellent written and oral communication skills.
• Previous experience in customer support or technical management is a plus.

Responsabilités

• Manage incoming requests from clients through calls, tickets, and emails.
• Qualify technical issues and provide clear responses.
• Perform routine actions on operator platforms and escalate tickets when necessary.

Connaissances

Customer satisfaction orientation

Excellent communication skills

Autonomy

IT tools proficiency

Outils

Zendesk

Description du poste

What We’re All About

Any company can tell you about how they are a multi award-winning, market-leading business, and yes, we are both of those things in the world of IoT connectivity! But we’re more than that.

Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Chez Matooma, a subsidiary of the Wireless Logic group, we support companies in managing their connected objects through simple, flexible, and centralized M2M/IoT connectivity solutions. Our mission: to simplify end-to-end connectivity for all sectors.

To support our growth, we are recruiting a Customer Support Officer on a fixed-term contract, acting as a key link between our clients and technical teams.

Main Missions

Within the Support team, you will play a key role in customer relations, operational management, and ensuring the proper functioning of services.

Customer Support

• Manage incoming requests from clients (calls, tickets, emails)
• Qualify technical or functional issues, provide clear and appropriate responses
• Ensure a high level of customer satisfaction through quality exchanges and responsiveness

Processing and Escalation

• Perform routine actions on operator platforms (activations, suspensions, consumption tracking, etc.)
• Escalate tickets to level 2 after thorough qualification
• Participate in the continuous improvement of our knowledge base

Additional Activities

• Provide on-call support outside customer service hours according to a monthly schedule
• Support the team with SIM card orders on an ad hoc basis

Profile Sought

• You are rigorous, reactive, and customer satisfaction-oriented
• You demonstrate autonomy and excellent written and oral communication skills
• You are comfortable with IT tools (e.g., Zendesk used by our customer service)
• Previous experience in customer support, helpdesk, or technical management is a plus
• Professional English is recommended

Why Join Matooma?

• A human-sized, agile, and growing company in the IoT universe
• A caring and dynamic team
• Modern working environment in Montpellier + partial telecommuting
• 100% coverage for health insurance, meal vouchers, RTT, group benefits, profit-sharing