Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
About the role
- Technical Support Agent providing inbound technical support for Dutch-speaking clients in Barcelona. Assisting with technical setups and ensuring customer satisfaction in a hybrid environment.
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 (both spoken and written).
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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