Help Desk Analyst

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

Job summary

A leading company in the fleet management space is seeking a Technical Customer Support professional for a full-time role in their EMEA Customer Support department. The successful candidate will deliver exceptional customer service by assisting clients with technical issues related to SaaS platforms. Familiarity with CRM and ERP systems is advantageous but not mandatory.

Qualifications

• Experience in a customer-facing role (mandatory).
• Experience with SaaS solutions is a plus.
• Willingness to develop and identify opportunities.

Responsibilities

• Assist customers by troubleshooting issues related to hardware and installations.
• Handle incoming customer requests and manage cases.
• Work with other departments to ensure customer satisfaction.

Skills

Communication

Listening

Time Management

Problem Solving

Tools

CRM systems

ERP systems

Client

SAP

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, being obsessed to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations as well as our mobile/web platforms and keep customers updated via phone & email of progress.

Essential job functions:

● Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;

● Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;

● Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;

● Actively work with other departments of client Connect organization as well as deal with customers and vendors on a daily basis;

● Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level;

What we’re looking for...

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

Technical professional we are looking for should have well developed skills listed below:

● Experience in a customer-facing role (mandatory)

● Experience with SaaS (Software as a Service) solutions is a plus (not mandatory)

● Experience with CRM & ERP systems - Client and SAP would be preferred (not mandatory)

● Strong communication and listening skills;

● Well-developed time management and prioritization skills;

● Structured “can-do” approach to open matters and tasks in a demanding environment;

● Methodical and conscientious documentation skills;

● Willingness to develop while identifying opportunities over self-reflection.