Support Analyst – 2G Project – French Speaking

JOB PURPOSE

Quartix currently has over 7,800 customers who track over 64,000 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 aim of this role is to process the appointments that are undertaken by Quartix subcontracted engineers and appointments where the customer has been shipped replacement units that they will swap themselves.

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.
• Recording information on Service Cloud.
• Updating records on Service Cloud that relate to the 2G swaps or where a 2G swap has been completed in relation to another appointment.
• 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 down their appointments.
• Chase customers who have not completed the swaps themselves.
• Potential management of appoints that have been raised as part of the project or when processing appointments.

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 Head of Support that would help improve the project performance.
• To monitor and report any repeated issues related to the project to the Head of Support.
• Any additional tasks as deemed necessary by the Company directors or Management team.
• 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.

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.