Associate 1st Line Customer Support - Casablanca

Company :

Forterro is a European provider of software solutions for more than 13,000 small and medium-sized businesses (SMEs). Its Myfactory Cloud ERP is an all-in-one, adaptable system that includes modules for ERP, CRM, finances, and online sales. As part of its growth, Forterro is building its development teams in Morocco, giving engineers a chance to work in international teams on a modern, cloud-based ERP solution used in manufacturing, trade, and service industries.

Job :

As an Associate in 1st Line Customer Support, you will be important in making sure our Myfactory customers in Germany, Switzerland, and Austria have a great service experience. You will be the first person users talk to, helping them solve technical and functional questions while keeping customers happy. In this job, you will work closely with our development teams, keep learning more about the product, and help make our support processes better.

Job Duties

•Help our customers a lot with their support requests by phone, email, and our ticket system.
•Work to make customers happier and keep them satisfied.
•Keep our knowledge base and documents up to date.
•Work closely with the development team.
•Test and try to recreate reported problems on your own to find the cause.
•Always learn more about the entire myfactory product range and related technical areas.

This job uses Forterro’s hybrid work plan. Employees will need to work from the office when they start and then follow the local hybrid rules.

Required profile :

•Understand business processes and how small and medium businesses work well.
•Have finished vocational training or a university degree, ideally with extra studies in business.
•Understand business software and ERP systems.
•Be very interested in IT and technology.
•Have strong skills in at least two of these areas: Online stores like Magento / Shopware, Connections like SOAP / REST API, SQL Server / Statements, MS365 E-Mail / Azure knowledge, Point of Sale (POS) systems.
•Be good at talking to people and working in a team.
•Be a dependable person who is very committed.
•Focus on the customer and always want to give excellent service.

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition