Help Desk Analyst

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

Job summary

A leading company in the EMEA region seeks a Customer Support professional to join their fast-growing department. The role involves providing technical support for SaaS fleet management products, ensuring excellent customer service through effective troubleshooting and communication. Candidates should have experience in customer-facing roles and a structured approach to managing tasks in a demanding environment.

Qualifications

• Experience in a customer-facing role is mandatory.
• SaaS solutions experience is a plus.
• Strong communication and listening skills are essential.

Responsibilities

• Assist customers daily through troubleshooting hardware and installations.
• Manage customer requests via calls & emails, ensuring high satisfaction.
• Become a technical expert of our SaaS platform.

Skills

Customer-facing experience

SaaS solutions experience

Communication skills

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 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 through troubleshooting hardware, installations, and our mobile/web platforms, keeping them updated via phone & 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 dealing with SaaS fleet management products;
3. Handle customer requests via calls & emails, managing cases end-to-end, including troubleshooting, analysis, resolution, escalation, and stakeholder communication;
4. Collaborate with other departments and interact with customers and vendors regularly;
5. Identify recurring issues, take action for quick resolution, and ensure 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)
• SaaS solutions experience (a plus)
• Experience with CRM & ERP systems, preferably Client and SAP (not mandatory)
• Strong communication and listening skills
• Good time management and prioritization skills
• Structured approach to tasks in demanding environments
• Methodical documentation skills
• Willingness to develop and seek opportunities for growth