Help Desk Analyst

JR United Kingdom; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the fleet management SaaS space is looking for a full-time Technical Customer Support professional. The role involves troubleshooting technical issues, ensuring excellent customer satisfaction, and collaborating with various teams to deliver top-tier service in a dynamic environment.

Qualifications

• Experience in a customer-facing role is mandatory.
• Experience with SaaS solutions is a plus.
• Willingness to develop and self-reflect.

Responsibilities

• Assist customers daily with technical issues related to SaaS platforms.
• Handle customer requests with end-to-end accountability.
• Identify recurring issues and take actions to resolve them.

Skills

Customer-facing experience

Strong communication skills

Time management

Problem solving

Technical troubleshooting

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, 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.