Help Desk Analyst

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

Job summary

A leading company in the SaaS sector is seeking a Technical Customer Support professional for its EMEA Customer Support department. This full-time role involves resolving technical issues, managing customer inquiries, and delivering outstanding service in a dynamic environment. The ideal candidate should have substantial customer-facing experience and strong technical abilities, with a focus on continuous professional growth.

Qualifications

• Strong background in customer support.
• Familiarity with SaaS solutions is a plus.
• Willingness to develop professionally.

Responsibilities

• Troubleshoot hardware and software issues via phone and email.
• Manage customer requests including investigation and communication.
• Collaborate with departments to ensure customer satisfaction.

Skills

Experience in a customer-facing role

Strong technical skills

Excellent communication skills

Time management skills

Documentation skills

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 the client Connect EMEA Customer Support department, focused on delivering excellent customer experience and service in a fast-growing, dynamic environment. You will assist customers daily through troubleshooting hardware, installations, and platform issues, 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 issues related to SaaS fleet management products;
3. Manage incoming customer requests via calls and emails, including investigating, troubleshooting, analyzing, resolving, and communicating with stakeholders;
4. Collaborate with other departments and interact with customers and vendors regularly;
5. Identify recurring issues, take corrective actions, and ensure 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. Key skills include:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS solutions (a plus);
• Experience with CRM & ERP systems like Client and SAP (preferred);
• Excellent communication and listening skills;
• Strong time management and prioritization skills;
• Structured approach to handling tasks in demanding environments;
• Conscientious documentation skills;
• Willingness to develop professionally and seek opportunities for growth.