Role: IT Level 2 Customer Support (French)
Duration: 12 Months
Location: Reading, UK - 2 days/week onsite, Wednesday & Thursday
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.