Help Desk Analyst

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

Job summary

A leading company in the SaaS industry is seeking a Technical Customer Support professional for a full-time position. In this role, you will enhance customer experience by resolving technical issues, managing cases, and providing excellent service. Ideal candidates have strong communication skills, experience in customer-facing roles, and a willingness to learn in a dynamic environment.

Qualifications

• Customer Support professional with a focus on customer satisfaction.
• Experience with SaaS solutions preferred.
• Willingness to learn and grow professionally.

Responsibilities

• Troubleshoot customer issues regarding hardware and platform.
• Manage customer requests end-to-end via calls and emails.
• Collaborate with teams and identify recurring issues.

Skills

Customer-facing experience

Strong communication skills

Effective time management

Technical skills

Documentation skills

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 through troubleshooting hardware, installations, and platform issues, providing updates via phone and email.

Essential job functions:

1. Become a technical expert on our SaaS platform and develop a deep understanding of fleet management;
2. Serve as a Technical Customer Support professional for SaaS fleet management products and solutions;
3. Handle customer requests from calls and emails, managing cases end-to-end, including troubleshooting, analysis, resolution, escalation, and communication;
4. Collaborate with other departments and interact with customers and vendors daily;
5. 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. Required skills include:

• Experience in a customer-facing role (mandatory);
• Experience with SaaS solutions (a plus, not mandatory);
• Experience with CRM & ERP systems like Client and SAP (preferred, not mandatory);
• Strong communication and listening skills;
• Effective time management and prioritization;
• A structured approach to handling tasks in a demanding environment;
• Good documentation skills;
• Willingness to learn and grow professionally.