Help Desk Analyst

JR United Kingdom; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Glasgow is looking for a Customer Support professional for their EMEA Connect Customer Support department. The role involves providing technical assistance on a SaaS platform, managing customer inquiries, and ensuring a positive customer experience. Ideal candidates should possess strong communication skills and experience in customer-facing roles.

Qualifications

• Experience in a customer-facing role is mandatory.
• Experience with SaaS solutions is a plus.
• Strong communication and time management skills required.

Responsibilities

• Serve as a Technical Customer Support professional handling technical matters.
• Manage incoming customer requests, troubleshooting issues effectively.
• Identify recurring technical issues and ensure high customer satisfaction.

Skills

Communication

Time Management

Problem Solving

Customer Focus

Job description

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Duration: 12 Months

French Native

What you’ll be doing...

Full-time role in client Connect EMEA Customer Support department, focused on delivering the best customer experience and service in a fast-growing environment. You will assist customers daily with troubleshooting hardware, installations, and issues related to our mobile/web platforms, providing updates via phone and email.

Essential job functions:

1. Become a technical expert of our SaaS platform and develop a deep understanding of fleet management;
2. Serve as a Technical Customer Support professional handling technical matters related to SaaS fleet management products;
3. Manage incoming customer requests from calls and emails, investigating, troubleshooting, analyzing, resolving, validating, escalating, and communicating with stakeholders;
4. Collaborate with other departments and interact with customers and vendors regularly;
5. Identify recurring issues and take actions to resolve them quickly, ensuring high customer satisfaction.

What we’re looking for...

The ideal candidate is a Customer Support professional with good technical skills and a focus on customer satisfaction. The required skills include:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS solutions (a plus);
• Experience with CRM & ERP systems, preferably Client and SAP (not mandatory);
• Strong communication and listening skills;
• Good time management and prioritization skills;
• A structured approach to handling tasks in demanding environments;
• Methodical documentation skills;
• Willingness to develop skills and seek opportunities for growth.