Associate, 1st Line Customer Support
il y a 7 jours
En tant que premier point de contact, vous aurez pour rôle de répondre aux sollicitations de nos clients, partenaires et collaborateurs en Europe du Nord et de l'Ouest. Vous assurerez la gestion des appels et des tickets entrants, en qualifiant l'urgence de chaque demande et en mettant à jour notre base de données.
Missions
Après une période de formation, vous aurez pour missions de :
Répondre aux appels entrants
- Répondre au téléphone.
- Vérifier les appels manqués et rappeler les contacts.
Contrôler le contenu des tickets entrants
- Vérifier la conformité de l'interlocuteur vis-à-vis de son contrat de maintenance.
- Vérifier le contenu du ticket.
Mettre à jour les tickets correspondants à ces appels et aux mails entrants du support
- Ajouter les informations nécessaires aux tickets.
- Echanger avec les interlocuteurs interne des tickets.
Qualifier l'urgence exprimée par l'interlocuteur
- Juger le degré d'urgence exprimé par l'interlocuteur pour les nouveaux. tickets mais aussi pour les tickets existant afin de gérer une escalade de ce ticket.
Profil
Vous êtes un(e) expert(e) en relation client, doté(e) d'une excellente communication en français, tant à l'oral qu'à l'écrit. Votre polyvalence vous permet de gérer efficacement les demandes clients. Vous êtes à l'aise avec les outils informatiques, notamment les logiciels de gestion de tickets comme Jira. Votre organisation et votre rigueur vous permettent de gérer simultanément plusieurs tâches et de prioriser les demandes en fonction de leur urgence.
La maîtrise de l'anglais est indispensable.
Über Forterro
Forterro wurde 2012 gegründet und hat sich zu einem der führenden Anbieter von Industriesoftware entwickelt - mit Niederlassungen in den wichtigsten Produktionsländern Europas sowie regionalen Servicezentren und Entwicklungszentren auf der ganzen Welt. Von mehr als 40 Standorten aus stellen unsere über 2,500 Mitarbeiter Software für mehr als Industrieunternehmen bereit und unterstützen diese. Unsere Produkte sind tief in den Anforderungen der jeweiligen Region verwurzelt. Jedes Produkt ist darauf ausgerichtet, die Fähigkeit unserer Kunden zu stärken und zu beschleunigen, effizient zu arbeiten und wettbewerbsfähig zu sein.
Abteilung
Support & Education Services
Beschäftigungsart
Festanstellung
Standort
Marokko, Casablanca
Arbeitsplatztyp
Hybrid
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