Customer Service Agent EDI (Technical Helpdesk), Frankfurt

TRAXON Europe is the world's leading provider of innovative value-added services to the airfreight industry in the field of e-communications and automation. Since 1991, TRAXON Europe works in close cooperation with its customers to find innovative solutions and anticipate their needs.

For further consistent development of our business in growing and emerging markets we look to complement the team in our Headquarters in Frankfurt am Main with a

Customer Service Agent EDI (Technical Helpdesk)

Profile

To be considered as a successful candidate for this position, you should have the following education or relevant experience/skill:

• IT graduate degree
• experience in TCL/Unix a benefit
• experience in telecommunications a benefit
• experience as first level support and problem analysis
• customer oriented attitude and excellent organization and communication skills is a must
• proficiency in written and spoken French and English is mandatory, knowledge of Spanish a strong asset
• be able to work in a team but also independently and without constant guidance and supervision
• willingness to work with international customers and colleagues

Tasks of the position

1. Manage customer support cases from start to finish

• handle different entry channels (phone, email, website, fax)
• support requests in different languages
• enter issues into the service module of the CRM system and other supporting systems

2. Manage issue analysis & issue solving

• manage communication to the customer or partner
• solve issue directly or escalate and coordinate issue solving activities with 2nd level support or external suppliers
• maintain history of issues in the CRM system
• maintain knowledge base of common solutions

3. Produce regular reports for internal use, for customers and for associations (KPI reports etc.)

4. Support and backup of registration service.