We've been asked to find an exceptional Customer Support Analyst to join a busy customer response team that serves the UK and Europe and Northern Africa.

This Customer Support Analyst position allows you to use your talents to provide telephone based technical support to customers.

This Customer Support Analyst position will involve speaking to customers in France and other French speaking countries. Therefore a good level of Business French is needed.

You don`t need to be fluent, but the ability to communicate complex, technical information is essential.

Working for a successful Vehicle Tracking Systems Company, you'll deal with a variety of IT and product issues. It would be useful if you already have a technical background through study or in a previous IT Help Desk / 1st Line Support position.

Is training provided with this Customer Support Analyst position?

• Yes - You will be given comprehensive product and systems training to fully understand this fleet management software.
• As you progress you will learn the technical aspects of the web based products relating to fleet vehicles and the PC or Mobile Applications that drive them.
• Youll also learn how to run database queries and set up reporting functions for customers.

Main Customer Support Analyst duties:

• Acting as the first point of contact for calls into the business. These could be for support, sales or other operational matters.
• Providing assistance to resolve support issues or escalating the call to the appropriate department.
• Updating databases to record technical faults and escalation route to enable monitoring for each call.
• Getting new customers up and running smoothly will be a priority. This will include setting up customers including software applications, web account details (Passwords/Usernames etc.) and related equipment.
• Arranging bookings for engineer visits for installation /upgrade /fault fixing etc.
• Providing basic training over the phone for customers when needed.
• Customer specific system set up training for internal colleagues.
• Testing and validating new software releases, giving technical feedback to the design team as required.
• Providing out of hours cover on a rota basis once fully conversant with the products and systems.

The successful Customer Support Analyst needs the following Key Skills:

• Experience in telephone based; customer services, ideally IT or software support
• An exceptional telephone manner with good written communication skills
• The ability to understand and relay complex information
• Self-motivated and able to work unsupervised
• Good understanding of operating systems particularly MS Windows
• You`ll need to be familiar with MS Office products with the ability to quickly understand new software packages
• Ability to provide exceptional support in an environment with a high call volume
• From time to time there could be the need for UK and EU Travel. A driving licence and the ability to travel in Europe is essential

Remuneration

The salary - £19,000 - £25,000

Benefits

25 days holiday plus Bank Holidays

Pension with auto enrolment at 2% + matched contributions to 7.5%

Childcare voucher scheme

MyWorks Online discounts

Customer Support, 1st Line, 2nd line, IT help desk, customer services, IT support, Bilingual, French, Multilingual