Help Desk Analyst

JR United Kingdom; West Midlands Combined Authority; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in fleet management is seeking a Technical Customer Support professional to join their EMEA Customer Support department. This full-time role involves troubleshooting issues related to their SaaS platform, ensuring customer satisfaction through effective communication and problem resolution. Ideal candidates will have strong technical, communication, and time management skills, and will thrive in a dynamic environment.

Qualifications

• Experience in a customer-facing role is mandatory.
• Experience with SaaS solutions is a plus.
• Strong communication and listening skills required.

Responsibilities

• Become a technical expert of the SaaS platform.
• Handle incoming customer requests by managing cases end-to-end.
• Recognize patterns for recurring issues and ensure high customer satisfaction.

Skills

Customer-facing experience

Experience with SaaS solutions

Strong communication skills

Time management skills

Prioritization skills

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.