CUSTOMER SUPPORT & HELPDESK

Chicago, Illinois, USA

ASAP

ABOUT THE ROLE

Being a Customer Support & Helpdesk within BASSETTI means contributing to the success and satisfaction of our North American customers, through improving the quality of our software.

At the end of your training and mentoring period, you will work closely with the BASSETTI’s main Helpdesk in France, along with other Helpdesks and Run Managers, utilizing our tools to apply the same global processes and best practices for extending our capacity for providing top-notch support to our North American customers.

As a Customer Support & Helpdesk, you will have the opportunity to collaborate with our Sales team and manage the complete support relationship with some of our major customers. By documenting and understanding customer needs, you will work with our Integrators and Developers to manage, coordinate, validate and implement changes through to production. Additionally, you will work with the Sales team in a pre-sales role by defining individual solutions and/or improvements that will ensure the long-term viability and performance of your customer’s solutions.

A commitment to customer service, responsiveness and efficiency will be necessary as BASSETTI continues to grow and evolve within the North American market. Your abilities to collaborate, understand and define requirements, problem solve, and effectively communicate at various levels will be of critical importance..

KEY Responsibilities

Duties and responsibilities include, but are not limited to, the following:

  • Quickly and efficiently document, qualify, monitor and resolve customer incidents and requests
  • Guarantee customer satisfaction
  • Develop and maintain relationships with assigned customers
  • Collaborate with internal resources (Sales, Development, etc.) to support assigned customers
  • Define and document additional needs and support change management

Qualifications & Knowledge

  • Project management
  • Knowledge of ITIL practices
  • General technical, scientific and industrial knowledge
  • Modelization / UML
  • Familiar with IT (Windows, SQL Server, IIS)

This role is perfect for you if you are…

  • Committed to customer experience and have a strong sense of service
  • A good communicator
  • Highly structured and detail-oriented
  • Good with conflict and stress management skills
  • A quick thinker and problem solver
  • Creative, passionate, and motivated to succeed
  • Able to work both independently and as part of a team
  • Have an entrepreneurial spirit
COMPensation
  • Salary Range: up to $50,000 per year (based on experience)
  • Full-Time position
ABOUT OUR COMPANY

BASSETTI Americas is a part of BASSETTI Group, a global software company founded in 1992 with more than 250 employees across 6 countries. Our “one technology, multiple solutions” software supports customers in the areas of technical expertise, risk management, and knowledge management. Customers span many industries including Aerospace & Defense, Automotive, Consumer Products, Energy, Industrial, Materials, Chemical, and Medical/Pharmaceutical.

why join us ?

OUR VALUES

Quality, Innovation, Quest for Excellence, Adaptability, Autonomy, Empowerment Responsiveness & Commitment to Confidentiality

our EXPERTISE

A community of experts in the fields of Technical Expertise, Risk, & Knowledge Management

your potential

Future Opportunities, Personal Development, Increasing Responsibility & International Travel

JOIN US !

Apply by email to: recrutement@bassetti.fr Reference : CustSupp2022