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Customer Support Representative

4 months ago

Chelmsford, United Kingdom OEC Full time

About OEC


Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.

Since the year 2000, OEC has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every year. We provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.

Position Summary

A key role within the Athoris Customer Support team has arisen and we are therefore now looking to appoint an ambitious and motivated person to join a well-established and high performing Customer Support Helpdesk team. The main areas of responsibility will include but not be limited to: Customer Support Helpdesk provision, Product support, billing support, Customer communication.

Job Duties

  • Gain excellent product knowledge of the Athoris Product and associated services.
  • Ensure a consistent and high-quality customer support solution is provided to all customers in line with defined SLA's.
  • Support a wide customer base in both French and English language (largest market is currently France).
  • Communication of key dates to customers including release schedules, test periods.
  • Take first line responsibility for troubleshooting issues that arise.
  • Liaise with wider Athoris team to ensure issues are resolved.
  • Ongoing process improvements to increase the effectiveness of the helpdesk.
  • Maintenance and development of KnowledgeBase articles for all key processes.
  • Take responsibility for ensuring scheduled processes run correctly.
  • Development and maintenance of release notes, user guides and provide translation support as and when required.
  • Assist in the management and delivery of product training and training materials.
  • Supporting the Athoris Management team as required.
  • Production of statistical reports for internal and external purposes.

Experience required

  • Fluent in French and English (Written and Verbal Communication)
  • Previous Customer Support Helpdesk experience ideally in a bi-lingual (French/English) environment
  • Good understanding of the full suite of Microsoft products (minimum, Word, Excel & Powerpoint)
  • Excellent interpersonal and communication skills.
  • Attention to detail
  • Self-Motivated
  • Good typing skills
  • Ideally within ability to reach Chelmsford (CM2 post code)