L1 Technical Support Analyst with Dutch

Limbi vorbite

As a L1 Technical Support Analyst with Dutch, you will be the first point of digital contact for our customers, responsible for ticket classification, basic troubleshooting, and ensuring a smooth flow of service requests in line with our SLAs. This is a non-phone-based role focusing on email and ticketing platforms.

Duties and responsibilities: 

• Answer customer inquiries on the phone, by email and through our ticket system Jira Service Management
• Classify, prioritize, and dispatch tickets in Jira Service Management to the next corresponding support level
• Basic investigation and troubleshooting of incidents reported for the company’s entire product portfolio (ensure to keep a stable first fix resolution rate in terms of basic errors)
• Apply workarounds and inform customers about known errors

 Skills/Experience:

• Very good level of Dutch and good communication skills in English
• First experience with ticket systems (Jira, Service Now, HP Service Manager, etc.)
• Previous call center agent and/or experience in a customer support environment
• High attention to detail
• Customer-oriented approach with focus on SLAs
• Proactive attitude > actively bring in own ideas to further improve processes and the overall support structure
• Keep calm under stress and high amount of tickets
• Hands-on mentality and the desire to actively troubleshoot and solve incidents 

Beneficii acordate