The Role
Serve as first point of contact for customers using windows, doors, and facades software. Triage and diagnose issues via email, Zendesk, or phone; guide users to resolution, document tickets, monitor progress, escalate to 2nd line when needed, and assist with installations and license updates to ensure customer satisfaction.
Summary Generated by Built In
You assist our customers in using our software packages for the construction of windows, doors, and facades.
You analyze the requests submitted by phone or email and develop solutions tailored to customer needs.
You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.
You analyze the requests submitted by phone or email and develop solutions tailored to customer needs.
You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.
Responsibilities
Customer support
- You serve as first point of contact for all issues related to our windows & doors software packages
- You respond to customer queries via email, Zendesk or phone in a professional and timely manner
- After identifying the issue, you guide the user to resolve the issue
Issue diagnosis and troubleshooting
- You analyze reported issues and determine the appropriate course of action to resolve them
- You escalate unresolved problems to the 2nd Line Support team for further investigation
Ticket management and documentation
- You update the ticketing system with each call, progress, notes and actions
- You monitor and track the progress of open tickets
User assistance and guidance
- You assist customers with tasks such as installation or license update
- You provide help and advice on the usage of our software packages
Skills, Knowledge & Expertise
- Significant professional experience in calculation and/or design and/or production in the fenestration industry
- Good analytical skills to identify, diagnose and resolve issues
- Good communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers
- Being able to work independently
- At ease with technical softwares
- Written english is a must-have
About
Forterro is a federation of ERP software and services companies serving small to mid market companies around the globe, with offices in UK, Germany, Sweden, Switzerland, France, Poland, Bulgaria, India, Morocco and USA. At Forterro, we invest in and help to fortify both local and niche ERP software businesses.Our product line businesses are local, not localized and vertical, not verticalized.
Skills Required
- Significant professional experience in calculation, design, or production in the fenestration industry
- Good analytical skills to identify, diagnose and resolve issues
- Good communication capabilities for collaboration and customer dialogue
- Ability to work independently
- Comfortable with technical software
- Written English proficiency
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The Company
What We Do
Founded in 2012, Forterro has grown to become a category leader software solutions for the industrial market – with strongholds in Europe’s top production economies, as well as regional service hubs and development centres around the world. From more than 40 office locations, our 1,600+ employees provide and support software for more than 13,000 industrial businesses. Our products are deeply rooted in the demands of their local geography. And each is designed to strengthen and accelerate our customers’ ability to operate efficiently and compete effectively.
