Technical Support Engineer providing 2nd level support for SCADA systems in a hybrid model. Collaborating with service technicians globally and assisting in product release processes.
About the role
- Technical Support Agent providing inbound technical support in Dutch or French for a leading payments industry client. Collaborating with diverse teams to ensure seamless customer service in a hybrid model.
Responsibilities
- Handling first line inbound technical support requests by phone, e-mail and tickets (B2B)
- Assisting new customers (merchants) with technical set-up of their account
- Troubleshooting and investigating technical issues (e.g., technical set up of accounts, transaction statuses and errors, technical parameters, payment pages, errors related to product integrations)
- Ensuring continuity of the merchant business by responding quickly and correctly
- Providing additional product information
- Maintaining a strong customer relationship
- Collaborate effectively with team members and cross-functional departments to streamline processes and deliver seamless customer service.
Requirements
- Native-level proficiency in Dutch or French (both spoken and written) is essential.
- Good knowledge of the English language to effectively communicate with colleagues and handle customer interactions.
- 1-2 years of work experience in technical support / customer service in a technical environment
- Tech-savvy: familiar with HTML, SQL, logs, Java, webdesign, coding, programming, etc.
- A high school diploma or equivalent qualification is required.
- Excellent communication skills, both verbal and written, to interact confidently with customers and provide accurate information.
- Strong problem-solving abilities to address customer inquiries and resolve issues efficiently.
- Proficiency in using computer systems and familiarity with different software applications.
- Availability to work flexible shifts, including evenings, weekends, and holidays, to accommodate customer needs.
Benefits
- Multicultural, fun, and friendly work environment
- Hybrid working model
- Internal growth opportunities (amazing opportunities for career progression)
- Staff incentives and reward schemes
- Permanent position and competitive salary
- Unlimited coffee, fresh fruit during office days
- Free online Spanish lessons (outside working hours)
- Free PT-sessions
- Comprehensive support for mental health and well-being- Ifeel app
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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