1st line customer support Clipper

📍 Job Overview

• Job Title: 1st Line Customer Support Clipper
• Company: Forterro
• Location: Casablanca, Casablanca-Settat, Morocco
• Job Type: Permanent
• Category: Customer Support & Services
• Date Posted: 2025-06-18

🚀 Role Summary

• Provide remote assistance to clients and handle functional support for Forterro's products.
• Collaborate with internal teams (Consultants, Commercial) to address technical and functional questions.
• Maintain and enrich the knowledge base with clear and structured responses to frequent questions.
• Ensure client satisfaction throughout the request handling process.

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset to deliver excellent support services and contribute to the company's overall success.

💻 Primary Responsibilities

• Client Assistance: Analyze and process client requests, communicate resolution steps, and ensure client satisfaction.
• Internal Support: Identify needs, propose adapted solutions, and collaborate with internal teams to resolve technical and functional issues.
• Knowledge Base Enrichment: Recognize frequent questions, create clear and structured responses, and maintain the knowledge base.

📝 Enhancement Note: The primary focus of this role is to provide exceptional support to clients and internal teams, ensuring that all parties are satisfied with the resolution process and the quality of the provided solutions.

🎓 Skills & Qualifications

Education: A relevant degree or diploma in Computer Science, IT, or a related field would be beneficial but not strictly required. Relevant experience in customer support or a similar role is more important.

Experience: Proven experience in software user support, ideally within an ERP environment.

Required Skills:

• Excellent communication skills in French (both written and verbal)
• Strong problem-solving abilities and analytical mindset
• Knowledge of ERP systems and their functionalities
• Ability to work independently and in a team environment
• Strong documentation skills and attention to detail

Preferred Skills:

• Experience with Forterro's products or similar ERP systems
• Familiarity with customer support software and ticketing systems
• Knowledge of industry-specific processes and best practices
• Fluency in additional languages (English, Arabic, etc.)

📝 Enhancement Note: While specific ERP knowledge is beneficial, the most important qualities for this role are strong communication skills, a customer-focused mindset, and the ability to quickly learn and adapt to new technologies and processes.

📊 Web Portfolio & Project Requirements (N/A for this role)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Casablanca, Morocco, typically falls between 100,000 - 150,000 MAD (Moroccan Dirham) per year for candidates with the required experience. This estimate is based on market research and regional salary standards for similar roles in the customer support and services industry.

Benefits: (Based on industry standards and company size)

• Health insurance and wellness programs
• Retirement plans and pension schemes
• Employee training and development opportunities
• Performance-based bonuses and incentives
• Flexible working hours and remote work options (if applicable)

Working Hours: Full-time position with standard office hours (Monday to Friday, 9:00 AM - 5:00 PM) and occasional overtime as needed to handle peak support periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: Forterro operates in the ERP software industry, providing enterprise resource planning solutions for manufacturing and distribution companies.

Company Size: Forterro is a mid-sized company with a global presence, employing around 500 people across multiple locations. This size allows for a more personal and collaborative work environment while still offering the resources and opportunities of a larger organization.

Founded: Forterro was founded in 2014, with a mission to deliver innovative, user-friendly ERP solutions tailored to the unique needs of manufacturing and distribution businesses.

Team Structure: The Support & Education Services department consists of various teams, including Customer Support, Education Services, and Documentation. The 1st Line Customer Support Clipper role will work closely with these teams and other internal departments, such as Consulting and Commercial.

Development Methodology: Forterro follows an Agile development methodology, focusing on continuous improvement, customer satisfaction, and delivering high-quality products and services.

Company Website: Forterro

📝 Enhancement Note: Forterro's company culture emphasizes collaboration, innovation, and customer focus. This is reflected in the company's approach to product development, customer support, and internal teamwork.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support career path. It provides an excellent opportunity to gain experience in supporting ERP systems and develop strong communication and problem-solving skills.

Reporting Structure: The 1st Line Customer Support Clipper reports directly to the Support Manager and works closely with other support team members, as well as internal departments such as Consulting and Commercial.

Technical Impact: In this role, you will directly impact the quality of support provided to Forterro's clients, contributing to their satisfaction and success with the company's products. You will also collaborate with internal teams to address technical and functional questions, ensuring that everyone has the information they need to perform their jobs effectively.

Growth Opportunities:

• Promotion to Senior Customer Support Role: After gaining experience and demonstrating strong performance, there may be opportunities to advance to a senior customer support role, with increased responsibilities and leadership opportunities.
• Transition to Other Internal Teams: As your skills and interests evolve, you may explore opportunities to transition to other internal teams, such as Consulting, Education Services, or Product Development.
• Professional Development: Forterro offers training and development opportunities to help employees grow both personally and professionally. This may include workshops, webinars, or certifications related to ERP systems, customer support best practices, or leadership development.

📝 Enhancement Note: Career growth opportunities at Forterro are typically based on individual performance, initiative, and a demonstrated commitment to the company's values and mission. Employees are encouraged to take ownership of their professional development and seek out opportunities to learn and grow.

🌐 Work Environment

Office Type: Forterro's Casablanca office is a modern, collaborative workspace designed to foster teamwork and innovation. The office features an open floor plan, multiple meeting rooms, and dedicated spaces for training and development activities.

Office Location(s): The Casablanca office is located in the Sidi Mâarouf district, offering easy access to public transportation and nearby amenities.

Workspace Context:

• Collaborative Work Environment: The open floor plan encourages teamwork and collaboration, with dedicated spaces for team meetings and brainstorming sessions.
• State-of-the-Art Technology: The office is equipped with the latest technology, including high-speed internet, modern hardware, and specialized software for ERP support and training.
• Flexible Work Arrangements: Forterro offers flexible work arrangements, including remote work options and flexible hours, to accommodate employees' personal and professional needs.

Work Schedule: The standard work schedule is Monday to Friday, from 9:00 AM to 5:00 PM, with a one-hour lunch break. Occasional overtime may be required to handle peak support periods or special projects.

📝 Enhancement Note: Forterro's work environment is designed to support collaboration, innovation, and employee well-being. The company encourages a healthy work-life balance and provides the resources and support needed for employees to succeed both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, motivation, and cultural fit.
2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, ERP system knowledge, and customer support abilities.
3. Behavioral Interview: A structured interview focused on past experiences, achievements, and how they relate to the role's requirements.
4. Final Interview: A meeting with the Support Manager or another senior team member to discuss the candidate's fit within the team and the company's long-term goals.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Familiarize yourself with Forterro's products and their key features.
• Brush up on your ERP system knowledge and be prepared to discuss common issues and troubleshooting techniques.
• Practice active listening and communication skills to ensure you can effectively understand and address client concerns.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit within the Forterro team. Successful candidates will demonstrate a strong customer focus, a proactive approach to issue resolution, and a willingness to learn and adapt to new technologies and processes.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

This role does not require specific knowledge of web technologies or web infrastructure, as it is focused on customer support for ERP systems.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Prioritize client satisfaction and strive to understand their unique needs and challenges.
• Proactivity: Anticipate client needs and take a proactive approach to issue resolution and prevention.
• Collaboration: Work closely with internal teams to ensure that everyone has the information they need to perform their jobs effectively.
• Continuous Learning: Stay up-to-date with the latest ERP system features, best practices, and industry trends to provide the best possible support to clients.

Collaboration Style:

• Cross-Functional Integration: Work closely with other internal teams, such as Consulting and Commercial, to ensure that everyone has the information they need to perform their jobs effectively.
• Code Review Culture: While not directly applicable to this role, the company encourages a culture of continuous improvement and learning, with regular knowledge-sharing sessions and team meetings.
• Knowledge Sharing: Encourage a culture of knowledge sharing and mentoring, where team members support each other in developing their skills and expertise.

📝 Enhancement Note: Forterro's customer support team values a customer-centric, collaborative, and proactive approach to issue resolution. Team members are encouraged to work closely together, share their knowledge, and continuously learn and improve their skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• ERP System Complexity: ERP systems can be complex, with many interconnected modules and functionalities. Candidates should be prepared to quickly learn and understand the intricacies of Forterro's products.
• High Volume of Requests: Customer support teams often face a high volume of requests, requiring strong time management and prioritization skills to ensure that all issues are addressed promptly and effectively.
• Diverse Client Base: Forterro's clients come from various industries and backgrounds, each with their unique needs and challenges. Candidates should be comfortable working with a diverse range of clients and be able to adapt their communication style accordingly.

Learning & Development Opportunities:

• ERP System Training: Forterro offers comprehensive training programs to help employees develop their knowledge and skills in supporting the company's ERP systems.
• Customer Support Best Practices: The company encourages employees to stay up-to-date with the latest customer support best practices and industry trends, providing opportunities for workshops, webinars, and certifications.
• Leadership Development: As employees grow within the organization, they may have the opportunity to develop their leadership skills through mentoring, coaching, or management training programs.

📝 Enhancement Note: While this role presents technical challenges, such as understanding complex ERP systems and managing a high volume of requests, it also offers numerous opportunities for learning, growth, and career development within the customer support and services industry.

💡 Interview Preparation

Technical Questions:

• ERP System Knowledge: Be prepared to discuss your understanding of ERP systems, their key features, and common issues faced by users.
• Troubleshooting Skills: Demonstrate your ability to diagnose and resolve technical issues, using real-life examples or case studies if possible.
• Customer Support Best Practices: Show your understanding of customer support best practices, such as active listening, empathy, and effective communication.

Company & Culture Questions:

• Company Mission: Research Forterro's mission and values, and be prepared to discuss how your personal and professional goals align with the company's objectives.
• Team Dynamics: Familiarize yourself with the company's team structure and dynamics, and be prepared to discuss how you would contribute to and support the team's success.
• Industry Trends: Stay up-to-date with the latest trends and developments in the ERP software industry, and be prepared to discuss how you would apply this knowledge in your role.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: To prepare for the technical interview, focus on developing your understanding of ERP systems, troubleshooting skills, and customer support best practices. Research the company's mission, values, and team dynamics to demonstrate your cultural fit and commitment to the organization's success.

📌 Application Steps

To apply for the 1st Line Customer Support Clipper position at Forterro:

1. Submit your application through the Forterro careers portal.
2. Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role.
3. Prepare for the phone/video screen by practicing your communication skills and thinking about your motivation for applying to the role.
4. Research Forterro's products, company culture, and industry trends to demonstrate your knowledge and commitment to the organization.
5. Review the interview process and technical challenge preparation tips to ensure you are well-prepared for each stage of the selection process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.