We are hiring a customer support representative to join our client, a global SaaS company in Reading.
Role
- 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 in the 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;
The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction. The person we are looking for should have well-developed skills listed below:
- Experience in a customer-facing role
- Experience with SaaS (Software as a Service) solutions is a plus
- Experience with CRM & ERP systems - Salesforce and SAP would be preferred
- 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.
