José

Customer Support Specialist - French:

Help travelers stay connected around the world with expert support on eSIMs.

💬 Assist customers across EMEA via chat, email, and WhatsApp, using Intercom as the primary communication platform.

🌍 Provide multilingual support in English, Spanish, and French, ensuring clear and personalized communication.

🔧 Troubleshoot technical issues related to eSIM installation, activation, and connectivity on a wide range of devices, iOS & Android.

✅ Focus on first-contact resolution, high CSAT, and a smooth user experience throughout the customer journey.

🧠 Identify recurring issues and communicate insights to higher-level teams to prevent user friction.

🧩 Collaborate with colleagues via Slack, proactively sharing updates and feedback across teams.

🤝 Handle complex or high-impact cases (bulk purchases, refunds, escalations) with professionalism and empathy.

Software Support Specialist - Telematics:

• Diagnose and resolve technical issues for the company Telematics solutions TrackIt and TFleet. Provide a step-by-step guidance to customers for problem-solving. Identify and implement solutions to address software-related problems.

• Assist customers with configuring Telematics software and managing devices. Integrate Telematics solutions with other systems. Add and remove devices from the system, and ensure accurate tracking and monitoring capabilities.

• Handle customer calls and complex support cases. Utilize Salesforce for case management and document customer interactions. Employ remote access tools such as TeamViewer, LogMeIn 123, and Mobile Device Management (SureMDM).