Support Analyst – 2G Project – French Speaking

Quartix currently has over 9,600 customers who track over 88,000 vehicles in France. A large number of those units operate over the 2G data network and network providers in France are in the process of turning it off. This requires us to replace the units in the field that currently operate on the 2G network with ones that operate on the 4G network.

The tracking units in France operate on either the 2G or the 4G network and those that operate on the 2G network need to be replaced; this is around 40,000 units.

The purpose of this role is to process the appointments that are undertaken by Quartix subcontracted engineers and where the customer has been shipped replacement units that they will swap themselves.

These appointments will have either been arranged proactively as a direct replacement or as a reaction to a unit move or service call.

This role is office based in Newtown, Wales.

8:30am – 5:00pm, 37.5 hours per week.

Skills & Competencies

Below are the key skills and competencies that are required for this position:

• Attention to detail.
• Logical processing skills
• The ability to multitask
• The ability to manage high case volumes and your workload.
• Ability to work independently and as part of a wider team.

Key responsibilities

• Process appointments raised specifically as part of the 2G swap project.
• Process general appointments for French customers that may or may not be directly related to the 2G swaps.
• Process customer swaps that relate specifically to the 2G swap project.
• Process general customer swaps that may not be directly related to the 2G swaps.
• Ensure all appointments/customer changes are processed swiftly and accurately.
• Recording information on Service Cloud in relation to the case that is being worked on.
• Check that the replacement unit is working correctly.
• Ensure that any customer configuration from the original unit is replicated to the new unit, this includes things like transmit times/frequency, driver ID and status reporting.
• Chase engineers that haven’t closed their appointments.
• Chase customers who have not completed the swaps themselves.
• Use translation software to convert and understand communications sent in French.
• Use translation software to send written communication in French
• Manage and review your open and existing cases as part of your daily tasks

General responsibilities

• Maintain and develop relationships with customers, installers and other departments as part of the 2G swap project.
• Develop ideas and put forward to the Support Manager that would help improve the project performance.
• To monitor and report any repeated issues related to the project to the Support Manager.
• To bring to the attention of your manager (or a director) anything that is perceived to be a health and safety hazard to yourself or others.
• To uphold the values of the company and comply with all company policies.
• Build and maintain your own process notes to support the application of your knowledge
• Create process documents as part of your role to assist in your own development and that of others
• Any additional tasks as deemed necessary by the Company directors or Management team.

About you

• French speaker
• Clear and concise written and spoken communication skills
• Ability to present written information in a structured and balanced way appropriate to the needs of the reader
• Attention to detail
• Excellent customer service skills, around 50% of our business comes from repeat orders from existing customers
• Exceptional telephone manner.
• Logical thinking with the ability to systematically work through a problem
• Ability to manage a high case load and to give all cases the priority that they require
• Minimum of 2 years’ experience in a support or customer service role supporting customers via phone, e-mail and Live Chat
• Good IT skills, which must include use of Excel, Outlook and other Microsoft packages
• Knowledge of various Internet Web browsers such as Internet Explorer, Mozilla Firefox and Apple Safari would be advantageous
• Knowledge and understanding of Salesforce and Service Cloud would be beneficial
• Auto electrical knowledge would be advantageous but is not a prerequisite
• Ability to work under pressure and to a reporting timetable
• Excellent time keeping
• Be a good team worker demonstrating loyalty and commitment to the organization and team members
• Empathy – be able to put yourselves in the customers shoes to get a true understand of the customers issues

Are you interested in this job with Quartix?

To apply for this role, please complete the fields below and attached a CV and cover letter.