Help Desk Analyst

JR United Kingdom; Hemel Hempstead; On-site; GBP 24,000 - 35,000; Full time

Job summary

A leading company in customer support is seeking a talented Technical Customer Support professional. In this full-time role, you'll provide excellent support for SaaS fleet management products, troubleshoot customer issues, and collaborate with various teams to ensure high levels of customer satisfaction. Ideal candidates possess strong communication and technical skills, with a proactive approach to problem-solving.

Qualifications

• Experience in a customer-facing role (mandatory).
• Experience with SaaS solutions is a plus.
• Strong communication and negotiation skills.

Responsibilities

• Serve as a Technical Customer Support professional for SaaS fleet management products.
• Handle incoming customer requests end-to-end including troubleshooting and resolving issues.
• Collaborate with other departments and interact daily with customers.

Skills

Communication

Listening

Time Management

Documentation Skills

Tools

CRM systems

ERP systems

Job description

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Duration: 12 Months

French Native

What you’ll be doing...

Full-time role in the client Connect EMEA Customer Support department, focused on delivering the best customer experience and service level in a fast-growing and dynamic environment. You will assist customers daily through troubleshooting hardware or installation issues, as well as issues related to our mobile/web platforms, keeping customers updated via phone and email about the progress.

Essential job functions:

• Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
• Serve as a Technical Customer Support professional dealing with technical matters related to SaaS fleet management products and solutions;
• Handle incoming customer requests from external and internal calls and emails by managing cases end-to-end, including investigating, troubleshooting, analyzing, resolving, validating, escalating, and communicating with stakeholders;
• Collaborate with other departments within client Connect and interact daily with customers and vendors;
• Recognize patterns in recurring issues and take necessary actions to achieve the fastest resolutions and highest customer satisfaction.

What we’re looking for...

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of customer satisfaction drivers.

Technical professional qualities include:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS solutions is a plus (not mandatory);
• Experience with CRM & ERP systems such as Client and SAP is preferred (not mandatory);
• Strong communication and listening skills;
• Well-developed time management and prioritization skills;
• A structured, proactive approach to handling open matters in a demanding environment;
• Methodical and conscientious documentation skills;
• Willingness to develop professionally and seek opportunities for self-improvement.