Required Responsibilities:
- Handling incoming phone calls, web cases and emails with enquiries from internal and external customers and around specific products for professional customers
- Ensuring correct dispatching of an incoming issues to the various technical departments
- inform the customer about the status of his request and the solution of his incident
-ensure that internal procedures and tasks to be performed are carried out as defined in the work instructions
- Ensuring good follow-up of interventions in the field
- report recurring problems -provide support to colleagues to have a good impact on customer satisfaction
Diploma & experience:
- technical training in higher education or equivalent experience
working hours:
- willing to work shifts in a 24/7 shift system
(Service desk coordination is a 24/7 shift. Working in shifts is essential)
Technical Skills:
- Passion for IT and eager to learn (IT infrastructure, basic IP knowledge,..)
- Technical insight
- Be able to work with Office 365 applications.
Type of person who would be a good fit:
• Customer oriented: You will provide support to large entities (corporations & governments). Clear & efficient communication are a must in providing a great customer experience.
• Team player: you will work in a tightknit environment in which colleagues self-regulate and assist each other.
• Punctual: Because we provide 24/7 support to our customers, a strict work schedule is in place.
• Efficiency: You are able to detect and/or assist in improving existing procedures and work instructions
Languages:
• Good command of the Dutch, French & English language: Written & spoken.
• Being able to provide customer-oriented communication on the phone, via email or E-ticket.
