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Help Desk Analyst, newcastle-upon-tyne, tyne and wear
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Client:
eTeam
Location:
newcastle-upon-tyne, tyne and wear, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
1
Posted:
04.06.2025
Expiry Date:
19.07.2025
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Job Description:
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.
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