Hybrid Technical Support Specialist, Dutch

at ESA - Electronic Security Association

• Job title: Technical Support Specialist, Dutch
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Bucuresti, Romania

About the role

• Technical Support Specialist providing assistance to Dutch & English-speaking customers on heating technical solutions. Supporting installation and service processes for residential and light commercial buildings.

Responsibilities

• Cover the Technical Support Helpdesk (Phones, email, social media and web support) for the Resideo product portfolio
• Provide pre-sales and post-sales technical assistance to customers: facilitate identification, investigation, resolution, root cause analysis and replication of technical issues.
• Timely resolution is of great importance. Support cases should be escalated to Level 2 and/or appropriate resources in a timely manner if necessary
• Case Management: record and track all activities in CRM (Service Cloud), create, track and monitor CRM records for all incoming support requests
• Develop and maintain technical knowledge base content and use the knowledge base to quickly resolve customer issues
• Build relationships with the customer base and gain knowledge of customer needs. If the query could not be answered within the initial contact, keeping the customer updated on the status of reported issues. Communicate with a strong focus on customer service and quality of solutions
• Maintain and expand product knowledge through self-study and attending relevant training courses

Requirements

• Fluent in Dutch with strong proficiency in English
• Analytical mindset with the ability to grasp, retain, and clearly explain technical concepts
• Exceptional telephone etiquette and active listening skills to accurately identify and address customer needs
• Clear and concise communicator, both verbally and in writing, with the ability to build positive relationships and deliver information in a professional, approachable manner

Benefits

• Excellent training and access to a strong support system who will help you flourish in your role
• The opportunity to work with a range of market leading technical products
• 26 days' vacation
• Meal ticket for each day worked
• Medical cover
• Hybrid working