Customer Support Representative

The client is looking to hire a Customer Support Representative to work a 12 month extendable contract based in Reading (Hybrid).

Full-time role in EMEA Customer Support department, being obsessed to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations as well as the mobile/web platforms and keep customers updated via phone & email of progress.

• 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 of 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.

• Experience in a customer-facing role (mandatory).
• Experience with SaaS (Software as a Service) solutions is a plus (not mandatory).
• Experience with CRM & ERP systems – Salesforce and SAP would be preferred (not mandatory).
• 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.