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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 level in a fast-growing and dynamic environment. You will assist customers daily through troubleshooting hardware or installation issues, as well as issues related to our mobile/web platforms, keeping customers updated via phone and email about the progress.
Essential job functions:
* Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
* Serve as a Technical Customer Support professional dealing with technical matters related to SaaS fleet management products and solutions;
* Handle incoming customer requests from external and internal calls and emails by managing cases end-to-end, including investigating, troubleshooting, analyzing, resolving, validating, escalating, and communicating with stakeholders;
* Collaborate with other departments within client Connect and interact daily with customers and vendors;
* Recognize patterns in recurring issues and take necessary actions to achieve the fastest resolutions and highest customer satisfaction.
What we’re looking for...
The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of customer satisfaction drivers.
Technical professional qualities include:
* Experience in a customer-facing role (mandatory);
* Experience with SaaS solutions is a plus (not mandatory);
* Experience with CRM & ERP systems such as Client and SAP is preferred (not mandatory);
* Strong communication and listening skills;
* Well-developed time management and prioritization skills;
* A structured, proactive approach to handling open matters in a demanding environment;
* Methodical and conscientious documentation skills;
* Willingness to develop professionally and seek opportunities for self-improvement.
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