Dutch Technical Support
*Act as the primary country contact for customers on all escalations
*Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
*Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
*Facilitate or escalate customer issues and complaints, both internally and externally
*Co-ordinate all consumable calls in order to enable dispatch of Multi-vendor consumables to customers
*Co-ordinate all Break/Fix calls in order to enable dispatch of Multi-vendor engineers to customers
*Liaise with Various Helpdesks and Third Party Service Providers escalating through these avenues to close
*Flexibility to take on additional tasks as directed by Team Lead
*Validate Customer details and requirements on data entry, categorize and deal with appropriately
*Maintain accurate database information
*Obtain call closures details on all dispatched calls
Qualifications and Experience
*Fluency in English and Dutch
*Previous experience working in similar customer support role
*A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc)
*Skill and competency at providing professional technical telephone support
*A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
*Able to control interactions with customers using persuasion and influencing skills.
*Able to work under pressure and deal positively with difficult situations.
*Aptitude for understanding and troubleshooting technical problems.
*Able to convey sensitivity and a positive approach to customer needs.
*Can demonstrate effective interactive skills and ability to work as part of a team.
*Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.
*Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.
*Excellent team player with a committed approach to teamwork and customer responsibilities.
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.