Customer Support Representative
3 days ago
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.
The role requires some prior Customer Support Helpdesk experience (ideally Zendesk).
The Customer Support helpdesk provides highly responsive 1st and 2nd line support to our Athoris client base and it is the responsibility of the Customer Support Helpdesk team to ensure a consistent high quality service is provided in line with defined Service Level Agreements.
Customer communication duties include, but are not limited to, regular contact with customers to ensure good working relations are maintained and to anticipate issues before they arise as well as supporting the proactive communication of software release schedules, system availability, development of user guides, training materials and release notes.
The role also requires the development and publication of various other regular and ad-hoc management reports as requested.
**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.
- **Essential**_
Fluent in French and English (Written and Verbal Communication)
Attention to detail
Self-Motivated
Ideally within easy reach of Chelmsford (CM2 post code)
- **Experience required**_
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)
Good typing skills
**Job Types**: Full-time, Permanent
Pay: From £24,000.00 per year
**Benefits**:
- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
Schedule:
- Day shift
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in Chelmsford
Reference ID: French Helpdesk
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