Jobs and Careers

Customer Support Associate

Irelandfull_timeVerifiedPosted 27 Dec 2023

About the role

Company Description

Who we are

SES-imagotag is a tech company, world leader in smart digital labels and IoT solutions for physical commerce. Our VUSION IoT Cloud platform enables retailers to improve their operational efficiency by automating pricing & promotion, boosting product availability, enabling in-store geolocation and optimizing merchandising, while helping associates in their daily tasks (replenishment, order preparation, customer service…).

VUSION also improves the shopping experience (product search, navigation, in-store mobile services…) while giving consumers a better information at the shelf (product ratings, nutritional information, carbon footprint…).

Why join us ?

SES-imagotag offers all the benefits from a young and dynamic company:

Cutting-edge innovation, double-digit growth
Happy place to work, with great offices
Lots of internal recurring events (afterworks, parties, seminars… )
A very global mindset and culture.

And the stability of an international group, leader in its market:

Real, thorough ESG strategy
Ambitious career plans
A strong compensation policy (profit-sharing, insurance, additional paid-time off…)

Job Description

Job Description:

As a Support Associate at SES-imagotag, you will play a critical role in ensuring our ESL hardware solutions operate seamlessly and that our clients receive the support they need to maximize the benefits of our products. Your responsibilities will include:

Key Responsibilities:

Customer Support: Provide exceptional customer support by responding to inquiries and resolving technical issues related to our ESL hardware via email, phone, and online chat.
Technical Troubleshooting: Diagnose and troubleshoot ESL hardware issues, working closely with customers to identify and resolve problems efficiently.
Product Knowledge: Develop an in-depth understanding of our ESL hardware and SAAS solutions, staying up to date with product updates and improvements.
Documentation: Create and maintain comprehensive documentation, including FAQs and user guides, to assist customers in resolving common issues independently.
Feedback Gathering: Act as a liaison between customers and our product development team by collecting and documenting customer feedback, feature requests, and bug reports.
Quality Assurance: Perform quality assurance testing on ESL hardware and software to identify and report any defects or issues.
Escalation Handling: Escalate complex technical issues to the appropriate teams and ensure timely resolutions.
Reporting: Maintain detailed records of customer interactions, issues, and resolutions. Generate reports on support metrics and customer satisfaction.

Qualifications

Qualifications:

Bachelor's degree in a related field or equivalent work experience.
Excellent communication skills in English, both written and verbal.
Technical aptitude and the ability to understand and troubleshoot hardware and software issues.
Previous experience in customer support or technical support is preferred.
Strong problem-solving skills and a commitment to providing top-notch customer service.
Detail-oriented, organized, and able to manage multiple tasks simultaneously.
Knowledge of retail industry and ESL technology is a plus.

What we offer: