ZF Group
Date de publication 20.09.2023
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Helpdesk Specialist with French - Digital Solutions (m/f/d)
As a Service Desk Expert, you will play a pivotal role in providing technical support to our software fleet business customers. You will be the first point of contact for new customers requiring onboarding assistance and clients seeking support with our software, ensuring their issues are resolved promptly and effectively. Your expertise and communication skills will contribute to enhancing customer satisfaction, maintaining high-quality service standards, and fostering strong client relationships.
What you can look forward to as Helpdesk Specialist with French - Digital Solution (m/f/d):
• Customer Support: Respond to incoming customer inquiries via various communication channels (email, chat, phone) promptly and professionally; diagnose and troubleshoot technical issues reported by clients, guiding them through step-by-step solutions; provide clear and concise explanations of technical concepts to non-technical users.
• Overlook onboarding of new customers ensuring the hardware logistics, software installation and customers training are smoothly carried out for the best customer experience
• Issue Resolution: analyze and prioritize customer issues based on severity and impact on their business operations; escalate complex issues to appropriate internal teams while ensuring timely follow-up and resolution.
• Product Knowledge: maintain an in-depth understanding of ZF digital solutions, its functionalities, and configurations; stay updated with new software releases, updates, and features to effectively assist customers.
• Documentation: create and update knowledge base articles, FAQs, and troubleshooting guides to assist customers in resolving common issues independently; document customer interactions, troubleshooting steps, and resolutions accurately in the support ticketing system.
• Collaboration: collaborate closely with cross-functional teams including development, Quality Assurance, and product management to communicate customer feedback and ensure prompt issue resolution.
• Customer Satisfaction and Metrics and Reporting: strive to exceed customer expectations by providing exceptional service and support; gather feedback from customers to identify areas for improvement and contribute to the continuous enhancement of our software; maintain accurate records of customer interactions and resolutions; contribute to generating reports on support metrics, highlighting trends and areas for improvement
• Training and Onboarding: assist in training new team members to ensure a consistent and knowledgeable support team; participate in ongoing training sessions to stay updated with the latest product developments and support techniques.
Your profile as Helpdesk Specialist with French - Digital Solution (m/f/d):
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in technical support or help desk roles, preferably in a B2B SaaS environment; familiarity with help desk software and ticketing systems.
• Fluency in French and English (B1/B2); additional German would be asset
• Understanding of SaaS architecture, web technologies, and common software integrations.
• Excellent problem-solving skills with the ability to think analytically and logically.
• Exceptional communication skills, both written and verbal.
• Patience, empathy, and the ability to handle difficult customer situations professionally.
• Time management skills with the ability to prioritize tasks effectively.
• Ability to work collaboratively within a team and across departments.
Why should you choose ZF in Warsaw?
• An employment contract in a stable, global company
• Implementation package-full training and support from experienced managers and employees who will make sure that you feel comfortable while performing newly entrusted tasks
• Hybrid system work
• Possibility of participation in private medical care (including dental care) and life insurance
• Cafeteria system/Sport Card
• Global Referral Program
• Very good working atmosphere; working in an international team, interesting projects, and tasks
Be part of our ZF team as Helpdesk Specialist with French - Digital Solutions (m/f/d) and apply now!
Contact
Sylwia Pisarewska
DEI
At ZF, we continuously strive to build and maintain a culture where inclusiveness is lived and diversity is valued. We actively seek ways to remove barriers so that all our employees can rise to their full potential. We aim to embed this vision in our legacy through how we operate and build our products as we shape the future of mobility.
Find out how we work at ZF:
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