Technical Support Representative
September 17
Description
• Troubleshoot and resolve advanced issues for customers • Provide advice and expert knowledge by phone, email, and chat • Work closely with Product Development and Global IT to diagnose problems • Deliver professional and efficient customer service while performing to SLA and KPI targets • Accurately record customer contact and outcomes • Escalate calls in a timely manner • Adhere to working processes and procedures for the department • Contribute to and maintain knowledge base articles • Take responsibility for compliance procedures
Requirements
• At least 2-4 years’ experience in a customer focused environment • Experience in a technical or software support capacity • Fluent in Dutch (Flemish), French, and English • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys) • IT qualifications/degree educated essential • Automotive or insurance experience valued • Analytical and naturally inquisitive with good questioning skills and attention to detail • Able to communicate well and build rapport • A desire to go the extra mile for customers • High learning agility
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