Customer Support Representative

il y a 23 heures

Montpellier, France Matooma Temps plein

**What We’re All About**:
At Wireless Logic, we don't just manage IoT connectivity—we're redefining it. With 10 million+ active IoT subscriptions across 165 countries and partnerships with 750+ networks, we deliver the most flexible and secure solutions in the industry. Our culture thrives on innovation, agility, and customer obsession.

We’re looking for a **Customer Support Representative** who embodies our core values—Customer Obsession, Ownership, and Curiosity—to deliver exceptional support and help our customers succeed.

**Your Mission (Role Overview)**:**
As our Customer Support Representative, you’ll be the frontline voice for our customers, ensuring smooth connectivity experiences. You’ll handle both Level 1 & Level 2 support, troubleshoot technical issues, and guide customers through our Customer and SIM Card Management Platforms—all while maintaining high satisfaction levels.

**Your Daily Quest (Key Responsibilities)**:
**Customer Support & Technical Assistance**
- **Level 2 Support**: Escalate and manage advanced issues after thorough qualification.
- **Technical Troubleshooting**: Assist with SIM card activation, APN settings, cellular technologies (LTE-M, VoLTE), and IoT device connectivity.
- **Platform Expertise**: Train customers on our Customer and SIM Card Management Platforms and provide best practices.
- **Order & Logistics Support**: Assist with SIM card orders and act as backup for logistics when necessary.

**Customer Success & Process Improvement**
- **End-to-End Ticket Management**: Ensure timely resolution and quality responses from internal teams.
- **Feedback & Reporting**: Share insights to improve products, services, and processes based on customer interactions.
- **Customer Training**: Conduct onboarding sessions to help new clients get up to speed with our products and services.
- **Collaboration**: Work with internal teams to refine workflows and improve support processes.

**The Secret Sauce (Key Experience & Skills)**:
**Must-Haves**:

- 2+ years in customer/technical support, ideally in IoT, telecom, or tech industries.
- Fluent in French and English (written & spoken).
- **Tech-Savvy**: Strong knowledge of SIM cards, cellular networks, APNs, IP addressing, and IoT devices.
- **Tools Proficiency**: Experience with Zendesk, Customer and SIM Card Management Platforms, and operator platforms.
- **Problem-Solving**: Ability to diagnose and resolve issues efficiently.

**Soft Skills**:

- **Customer-Obsessed**: You always put the customer first, going above and beyond to ensure satisfaction.
- **Ownership**: You take full responsibility for your work and ensure resolutions are delivered.
- **Curiosity**: You’re always eager to learn more and improve your skills.
- **Collaborative**: You thrive in a team environment, offering support where needed.
- **Rigor & Process-Driven**: You follow guidelines and processes while remaining adaptable to changing situations.

**Why Join Wireless Logic France?**
- **Impact**: Your work directly shapes customer success and satisfaction.
- **Growth**: Be part of a fast-growing global IoT leader that values innovation and creativity.
- **Flexibility**: Enjoy a hybrid work environment that fosters a healthy work-life balance.

**Great Perks**:

- Alan health insurance
- Swile meal vouchers
- Sustainable mobility benefits
- Team events & Leeto perks

**Ready to Make an Impact?

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