Technical Support Analyst - French Speaking

Talent Smart; England; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading telecommunications provider in Reading is seeking a Technical Support Analyst to assist their French-speaking customers across EMEA. The role involves troubleshooting issues related to SaaS solutions and providing excellent customer support. Ideal candidates should have customer-facing experience, technical skills, and a strong willingness to develop professionally. The position follows a hybrid work policy with two days in the office.

Qualifications

• Experience in a customer-facing role is mandatory.
• Experience with SaaS solutions is a plus but not mandatory.
• Willingness to develop and identify opportunities.

Responsibilities

• Assist customers through troubleshooting issues.
• Handle incoming customer requests via calls and emails.
• Investigate and resolve technical issues related to SaaS products.

Skills

Customer support

Technical problem-solving

Communication skills

Time management

Tools

Salesforce

SAP

Job description

The Company

A fantastic opportunity to join a blue-chip telecommunications provider with support an international client base.

You'll join a well-established brand who develop various products for a diverse client base, spanning both hardware and software.

The UK headquarters are in Reading but the business promotes a hybrid policy with two days in the office (Tuesdays and Thursdays).

The Role

We are looking for a Technical Support Analyst to support their growing client base across EMEA.

The key priority in the role is to support their French speaking customers and we are ideally looking for someone either French native or fluent in French at C-level.

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, analysing, finding resolution, validating, escalating and communicating with related stakeholders.
• Actively work with other departments of the organisation 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.

Key requirements

• 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 - Salesforce 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.

More details available on successful application