This is an opportunity to join the team at one of the world’s most successful developers of GeoLogistics® solutions and navigation software.
Reporting to the Online Technical Support Manager, you will provide high quality and responsive customer service for a large installed base of software customers internationally.
The role will include the following duties:
Technical Support Analyst
Group: Support
Core Functions
- Provide proactive and reactive customer support to both our B2B and Consumer customer product base via multiple channels including email, phone and forums
- Create and maintain online product support content, including FAQs, documentation and self-help material, adding and editing content as appropriate in English, French, German, Italian and Spanish
- Act as primary escalation point in the team owning the customer reported problem until satisfaction is ensured
- Become the subject matter expert to assist customers through issues with implementation, setup and use of their products
- Engage peers, supervisors and cross departmental experts to assist customers with issues as needed
- Reproduce, document and demonstrate customer experienced issues for escalation to level 3 support, product or project management and development
- Provide high level details of customer problems with reproducible steps to aid QA and development with resolution
- Utilize lessons learned to recommend QA tests for future consideration
- Assist with usability testing of our products
- Identify, document and escalate potential product enhancements
- Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal
- Assist in training our Partners and direct customers to deliver Tier 1 Support
- Create ad-hoc material in response to outages or technical issues
- Other customer and partner support tasks as determined by company management
Required Skills/Qualifications
- Bachelor's Degree or equivalent work experience
- Excellent fluent English verbal and written skills (At least one additional European language to Fluent/C2 level essential for European based role)
- Good understanding of MS Office applications
- Previous experience of customer service systems and reporting (Zendesk an advantage)
- Have an aptitude for working with computer applications, web based solutions and mobile devices
- Mobile Device knowledge required across the main mobile and desktop platforms, including but not limited to: iOS, Android, Windows
- Full clean driving license in your country of work (UK/EU, US etc.)
Personal Skills
- Ability to handle customer service situations in a professional and sensitive manner
- Ability to work reliably and effectively in a team
- Excellent organizational skills
- Be flexible, able work to under pressure with minimal supervision and meet deadlines
- Work ethically, methodically, accurately and neatly
- A knowledge of and genuine interest in mobile technology
- Flexibility to work shifts if required