Danish Technical Support Associate

  • Find Job Abroad
  • Amsterdam, Netherlands
  • Jul 30, 2018
Full time Entry-level Customer Service IT-Support

Job Description

In this position you will be responsible for providing problem resolution and world-class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.

Primary responsibilities

  • Resolve retail technical issues via phone, email, or chat
  • Develop positive, supportive rapport
  • Listen to computer related issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific issue
  • Utilize Knowledge Base tools to work and resolve issues
  • Identify when and how specific issues should be escalated to various resolver teams
  • Use identified tools to track, escalate and record issues and resolutions
  • Manage open cases to ensure resolution work and case closure progresses quickly
  • Diagnose and resolve technical hardware and software issues
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
  • Provide timely and effective resolution to support requests based on service level agreements (SLA)

Objective:

  • Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
  • Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
  • Ability to employ patience and self-control in handling irate customers
  • Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
  • Provide a world class experience

 

Requirements:

  • Fluent in Danish, next to a fluency in English in both reading and writing.
  • Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
  • Knowledge and experience with Microsoft office
  • Knowledge of and experience with gaming consoles or PC gaming systems
  • Ability to navigate the internet and use search engines to find information
  • Ability to utilize phone system as required
  • Experience utilizing, configuring, and troubleshooting in multiple environments

If you want to know more or have questions regarding the position in wonderful Amsterdam, please write to Mikkel through mr@findjobabroad.com