Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Technical Support Specialist helping resolve technical issues for VanMoof's eBike service partners. Collaborating with teams to ensure customer satisfaction and improve rider experiences.
Responsibilities
- Identifies, investigates, and resolves technical problems, both software and hardware.
- Support calls, chat, email, and/or other communication from partners with inquiries regarding technical bike issues, connectivity, and other concerns.
- Assist with day to day operations Understanding and gaining knowledge on all our processes, procedures and tools.
- Support workshops in understanding any warranty related issues.
- Consults with partners to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides partners through diagnostic and troubleshooting processes.
- Collaborates with other staff to research and resolve problems.
- Support partners in understanding whether to repair or replace defective products.
Requirements
- Advanced mechanical knowledge and understanding on VanMoof eBikes.
- Fluency in English & Dutch.
- Excellent verbal and written communication skills.
- Excellent interpersonal and B2B service skills.
- Professional and pleasant phone ethics with a high level of empathy.
- Ability to explain technical issues to technical and nontechnical partners (workshop & retails).
- Strong analytical and problem-solving skills.
- One of these is a plus: German or French.
Benefits
- 26 paid holidays for you to unwind.
- Your birthday off!
- Additional paid leaves for special occasions, e.g. marriage/bereavement, maternity/paternity, and moving houses, etc.
- All the tools/equipment you'll need to do the best job possible.
- Working from home allowance of €2,40/day (maximum five days per week).
- Commuting reimbursement is applicable.
- Bi-weekly catered lunch twice a month at the office.
- 10% discount on additional insurance and dental insurance at Zilveren Kruis.
- Pension plan.
- Unlimited free consultations for mental well-being with Open Up.
- All the snacks, coffee/tea you can handle and monthly team events.
- Hybrid working environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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