Customer Support Representative

OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow.

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 easy reach of Chelmsford (CM2 post code)

What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry. 
 

OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.