Customer Support Representative (H/F)

CUSTOMER SUPPORT REPRESENTATIVE - FRANCE

YOUR NEXT ADVENTURE!

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 1 Support: Handle inbound customer inquiries (calls, tickets, emails), including router support.
• 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?

If you're passionate about customer excellence and thrive in a dynamic, tech-driven environment, we want to hear from you! Apply now and help us redefine IoT support-one satisfied customer at a time.