Customer Support Representative - French Speaking

Full Job Description

About OEC

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.

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.

Experience required

• Fluent in French and English (Written and Verbal Communication)
• 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)
• Excellent interpersonal and communication skills.
• Attention to detail
• Self-Motivated
• Good typing skills
• Ideally within ability to reach Chelmsford (CM2 post code)