Associate, 1st Line Customer Support

📍 Job Overview

• Job Title: Associate, 1st Line Customer Support
• Company: Forterro
• Location: Casablanca, Morocco
• Job Type: Permanent
• Category: Customer Support & Success
• Date Posted: 2025-07-28
• Experience Level: Entry-level (0-2 years)
• Remote Status: On-site

🚀 Role Summary

Forterro is seeking an Associate, 1st Line Customer Support to serve as the primary point of contact for clients, partners, and collaborators in Northern and Western Europe. This role involves managing incoming calls and tickets, qualifying the urgency of each request, and updating the database accordingly.

📝 Enhancement Note: This role is ideal for recent graduates or early-career professionals looking to build their customer support experience in a multinational environment.

💻 Primary Responsibilities

• Respond to Incoming Calls: Handle phone calls, verify missed calls, and follow up with contacts.
• Control Ticket Content: Verify the caller's eligibility for maintenance and validate ticket content.
• Update Tickets: Add relevant information to tickets and communicate with internal stakeholders.
• Qualify Urgency: Evaluate the urgency expressed by the caller to manage ticket escalation.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Business, Marketing, or Communications).

Experience: Entry-level experience in customer support or a related field.

Required Skills:

• Excellent communication skills in French (both written and spoken)
• Proficiency in English
• Strong organizational skills and multitasking abilities
• Familiarity with ticket management software, such as Jira

Preferred Skills:

• Previous experience in customer support or a related field
• Knowledge of CRM software
• Familiarity with the software industry

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

💵 Compensation & Benefits

Salary Range: The salary range for this role in Casablanca, Morocco is approximately 100,000 - 150,000 MAD (Moroccan Dirham) per year, based on industry standards and cost of living.

Benefits:

• Competitive salary package
• Opportunities for professional growth and development
• Dynamic and multicultural work environment

Working Hours: Full-time position with standard business hours (Monday-Friday, 9:00 AM - 5:30 PM).

🎯 Team & Company Context

🏢 Company Culture

Industry: Software industry, focusing on ERP and CRM solutions.

Company Size: Medium-sized company with a global presence, employing around 1,000 people worldwide.

Founded: 2006

Team Structure:

• Small, dedicated customer support team
• Collaborative and multicultural environment
• Close collaboration with other departments, such as sales and marketing

Development Methodology:

• Agile methodologies for software development
• Ticket management system (Jira) for tracking customer issues and requests

Company Website: https://www.forterro.com/en

📝 Enhancement Note: Forterro offers a dynamic and multicultural work environment, providing opportunities for professional growth and development in the software industry.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level position with opportunities for growth and advancement in the customer support and success field.

Reporting Structure: Reports directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction and retention by ensuring that customer issues and requests are handled promptly and effectively.

Growth Opportunities:

• Progression to senior customer support roles
• Opportunities to specialize in specific customer segments or product lines
• Potential career paths in customer success, account management, or other related fields

📝 Enhancement Note: This entry-level role offers a strong foundation for building a career in customer support and success, with opportunities for growth and advancement within the company and the broader software industry.

🌐 Work Environment

Office Type: Modern, open-plan office with a collaborative work environment.

Office Location(s): Casablanca, Morocco

Workspace Context:

• Shared workspace with dedicated customer support team
• Access to necessary tools and resources for effective ticket management
• Opportunities for collaboration and knowledge sharing with other departments

Work Schedule: Full-time position with standard business hours (Monday-Friday, 9:00 AM - 5:30 PM), with flexibility for occasional overtime as needed.

📝 Enhancement Note: Forterro's Casablanca office provides a modern and collaborative work environment, fostering teamwork and knowledge sharing among customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and language proficiency
2. In-depth discussion of the role, responsibilities, and expectations
3. Technical assessment of ticket management skills and software familiarity
4. Final interview with the Customer Support Manager to discuss cultural fit and career aspirations

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation:

• Familiarize yourself with ticket management software, such as Jira
• Brush up on your customer support skills and techniques
• Prepare examples of how you have handled challenging customer situations in the past

ATS Keywords: Customer Support, Communication, Ticket Management, Jira, French, English, Customer Success, CRM, ERP, Software Industry

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, language proficiency, and ticket management abilities, with a strong emphasis on cultural fit and career aspirations.

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

👥 Team Culture & Values

Customer Support Values:

• Excellent communication and active listening
• Empathy and understanding for customer needs
• Problem-solving and issue resolution skills
• Adaptability and flexibility in handling diverse customer requests

Collaboration Style:

• Close collaboration with other departments, such as sales and marketing
• Knowledge sharing and mentoring within the customer support team
• Regular team meetings and training sessions to improve skills and performance

📝 Enhancement Note: Forterro's customer support team values excellent communication, active listening, and problem-solving skills, fostering a collaborative and supportive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing high volumes of incoming calls and tickets
• Handling diverse customer requests and issues
• Ensuring accurate and timely ticket management and resolution

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced customer support professionals
• Opportunities to attend industry conferences and events
• Potential to earn certifications in customer support or related fields

📝 Enhancement Note: This entry-level role offers numerous opportunities for learning and development, with a focus on building strong customer support skills and techniques.

💡 Interview Preparation

Technical Questions:

• Describe a challenging customer situation you have handled in the past and how you resolved it.
• How do you prioritize and manage multiple incoming calls and tickets simultaneously?
• Can you walk us through your experience with ticket management software, such as Jira?

Company & Culture Questions:

• Why are you interested in this role and Forterro as a company?
• How do you see yourself growing and developing in this role?
• What attracts you to the software industry and customer support specifically?

Portfolio Presentation Strategy: N/A for this role

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, language proficiency, and ticket management abilities, with a strong emphasis on cultural fit and career aspirations.

📌 Application Steps

To apply for this Associate, 1st Line Customer Support position:

• Submit your application through the provided link
• Prepare examples of challenging customer situations you have handled in the past
• Familiarize yourself with ticket management software, such as Jira
• Research Forterro's company culture and values
• Prepare thoughtful questions about the role and the company to ask during the interview 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.