Forterro
Website:
forterro.com
Job details:
The Professional for 1st Line Customer Support delivers front line assistance to customers through phone, chat, and email. The role diagnoses and resolves issues within established frameworks and escalates more complex matters when needed. The Professional works independently on defined objectives and contributes directly to support performance. The role also identifies improvements, updates knowledge bases, and provides informal guidance to less experienced colleagues.
Département Support Type d'emploi Permanent Emplacement Inde, Bangalore Type de lieu de travail Hybride
Responsibilities
- Respond to customer inquiries through phone, chat, and email.
- Research, diagnose, and resolve issues using support tools and documented procedures.
- Escalate complex issues to senior team members or 2nd Line Support.
- Apply established methods and concepts to solve customer problems.
- Describe technical and functional procedures to customers and internal teams.
- Review systems and processes and recommend improvements.
- Contribute ideas for problem resolution for leaders to review.
- Maintain accurate case records in ticketing systems.
- Identify recurring issues and propose adjustments to workflows or knowledge bases.
- Provide informal mentoring and daily support to less experienced colleagues.
- Work independently under general supervision and meet defined operational targets.
Skills, Knowledge & Expertise
- Experience in customer support or a similar role.
- Good understanding of 1st Line Support tools, practices, and workflows.
- Ability to diagnose issues using structured methods and prior knowledge.
- Strong communication and customer service skills.
- Ability to work independently with clear objectives.
- Ability to document issues and solutions accurately.
- Familiarity with help desk and incident management systems.
- Ability to support and guide less experienced team members informally.
- Ability to communicate (written/spoken langauge) in French or Spanish (B2 level).
À propos de Forterro
Fondée en 2012, la société Forterro s'est développée pour devenir un leader dans le domaine des solutions logicielles pour le marché industriel- avec des implantations dans les principales économies manufacturières en Europe, ainsi que des centres régionaux de services clients et des centres de R&D dans le monde entier. Depuis plus de 40 bureaux, nos plus de 2500 employés fournissent des logiciels à plus de 13 000 entreprises industrielles et en assurent le support. Nos produits sont profondément ancrés dans les exigences de leur zone géographique locale. Chacun d'entre eux est conçu pour renforcer et augmenter la capacité de nos clients à opérer efficacement et à être compétitifs.
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Notre processus d'embauche
Étape 5:
Offre
Étape 6:
Engagement
Étape 1:
Postulé
Étape 2:
Entretien Manager Opérationnel
Étape 3:
Évaluation technique
Étape 4:
Entretien Manager Fonctionnel
Étape 6:
Engagement
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