Dutch/German Speaking Technical Support Analyst

As a Technical Support Analyst, you will be primarily responsible for providing frontline customer support and/or technical support via inbound or outbound through various contact methods i.e., phone, Chat, Email. You will provide information about products and services, help with processing orders, respond to customer complaints, customer retention and troubleshoot issues. 

Tasks:

• Taking ownership of customer issues reported and seeing problems through to resolution. 
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware / software issues. 
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams 
• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer. 
• Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures. 
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction 
• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures. 
• Ensure compliance to customer Data Privacy and Security Policy 
• Communicate positively with team members, customers, and other partner

Requirements

• A High school diploma or equivalent is the minimum requirement, College level preferred.  
• Ability to demonstrate previous working experience in a BPO and Customer Service and/or technical account. 
• Good Knowledge of Microsoft Office products 
• Knowledge of wireless local-area network (WLAN) 
• Strong affinity to electronics and technology 
• Knowledge of Bluetooth technology 
• Extensive knowledge of hardware / software trouble shooting 
• Good command of written and spoken English, also Dutch or German

Benefits

• Cafeteria
• International environment
• Training and onboarding
• Modern office environment
• Career development opportunity