About OEC
Since the year 2000, OEC has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every year. We provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.
Position Summary
A key role within the Athoris Customer Support team has arisen and we are therefore now looking to appoint an ambitious and motivated person to join a well-established and high performing Customer Support Helpdesk team. The main areas of responsibility will include but not be limited to: Customer Support Helpdesk provision, Product support, billing support, Customer communication.
Job Duties
* Gain excellent product knowledge of the Athoris Product and associated services.
* Ensure a consistent and high-quality customer support solution is provided to all customers in line with defined SLA's.
* Support a wide customer base in both French and English language (largest market is currently France).
* Communication of key dates to customers including release schedules, test periods.
* Take first line responsibility for troubleshooting issues that arise.
* Liaise with wider Athoris team to ensure issues are resolved.
* Ongoing process improvements to increase the effectiveness of the helpdesk.
* Maintenance and development of KnowledgeBase articles for all key processes.
* Take responsibility for ensuring scheduled processes run correctly.
* Development and maintenance of release notes, user guides and provide translation support as and when required.
* Assist in the management and delivery of product training and training materials.
* Supporting the Athoris Management team as required.
* Production of statistical reports for internal and external purposes.
Experience required
* Fluent in French and English (Written and Verbal Communication)
* Previous Customer Support Helpdesk experience ideally in a bi-lingual (French/English) environment
* Good understanding of the full suite of Microsoft products (minimum, Word, Excel & Powerpoint)
* Excellent interpersonal and communication skills.
* Attention to detail
* Self-Motivated
* Good typing skills
* Ideally within easy reach of Chelmsford (CM2 post code)