Help Desk Analyst

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

Job summary

A leading company is seeking a Technical Customer Support professional to join their team. The role involves assisting customers with troubleshooting hardware and software issues, ensuring an excellent customer experience in a dynamic environment. Candidates should have strong technical skills, experience in customer support, and a proactive approach to problem-solving.

Qualifications

• Experience in a customer-facing role required.
• SaaS solutions experience is a plus.
• Proven capability with CRM & ERP systems is preferred.

Responsibilities

• Serve as a Technical Customer Support professional handling technical issues.
• Manage incoming customer requests via calls and emails.
• Identify and resolve recurring issues to ensure high customer satisfaction.

Skills

Customer support

Technical skills

Communication

Time management

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 in a fast-growing, dynamic environment. You will assist customers daily with troubleshooting hardware or installation issues, as well as issues related to our mobile/web platforms. You will keep customers updated via phone and email about the progress of their requests.

Essential job functions:

• Become a technical expert on our SaaS platform and gain a deep understanding of fleet management solutions;
• Serve as a Technical Customer Support professional handling technical issues related to SaaS fleet management products;
• Manage incoming customer requests from calls and emails, including investigating, troubleshooting, analyzing, resolving, validating, escalating, and communicating with stakeholders;
• Collaborate with other departments and coordinate with customers and vendors daily;
• 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 strong technical skills and a focus on customer satisfaction. The candidate should have:

• Experience in a customer-facing role (mandatory);
• SaaS solutions experience (a plus);
• Experience with CRM & ERP systems, preferably Client and SAP (not mandatory);
• Excellent communication and listening skills;
• Strong time management and prioritization skills;
• A structured, proactive approach to tasks in a demanding environment;
• Methodical documentation skills;
• A willingness to learn and grow, with a proactive attitude.