Technical Support Agents

Our client is looking for Software Technical Support Call Centre Agents (Nordics and Benelux languages) for an immediate start.

Our client is looking for Software Technical Support Call Centre Agents (Nordics and Benelux languages) for an immediate start.



Responsibilities:
The primary responsibility is to answer Customer inquiries and deliver appropriate technical solutions which leave the Customer completely satisfied. This will include:
Resolving cases from incoming calls, electronic requests by external customers and internal contacts by using tools and troubleshooting processes effectively to clarify and analyze the customer problem with an objective to maximising first contact resolution.
Inputting accurate customer information and problem history/resolution data in all required systems.
Responding to service, product, technical and customer-relations questions on subjects such as features, specifications and repair on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical).
Proactively assisting internal or external business and end users to avoid or reduce problem occurrence.
Evaluating unique or complex installations or configurations and making recommendations for resolution.
Analyzing and developing workarounds to difficult problems across areas of expertise.
Performing research and testing as needed to resolve customer issues.

Retaining ownership of each case until problem is resolved as confirmed by customer.
Proactively identifying cases for elevation to L2/L3 and/or escalation instigating/supporting relevant correct process.
Observing strict compliance to licensing, copyright and trademark legislation.
Protecting confidential, sensitive information and materials.
Accomplishing other duties as required.


Candidate's Profile:

Bachelor's (undergraduate) degree or Master's (graduate) degree in a technical/scientific discipline.
Customer oriented, enthusiastic, courteous, assertive, quality conscious and motivated to take charge of both customer engagement and problem resolution.
Demonstrates ability to effectively communicate technical information, concepts and solutions in an effective manner in the designated support language and in English, both verbally and in writing (this includes correct usage of spelling, grammar and punctuation)

Demonstrates ability to communicate effectively with a diverse set of customers and apply independent judgement in a wide variety of situations.
Demonstrates ability to self-manage, be a team player (with ability to establish positive relationships with team members, internal and external customers and partners).
Demonstrates ability to multi-tasking, flexibility and eagerness to share and acquire knowledge.
 Demonstrates excellent customer handling, understanding of customer business impact, and uses these skills to create a customer experience that results in an increased customer satisfaction and loyalty.
Demonstrates experience in troubleshooting in a technical environment.
Demonstrate ability to drive outstanding team morale and maintain highest ethical standards.
Demonstrates ability to deliver market competitive performance balanced between productivity, cost and quality.



NOTE: Native required support languages (minimum one required at native level, two or more languages an advantage): Danish, Dutch, French/Flemish, Finnish, Norwegian, and Swedish.
If this position is of interest to you please send your CV NOW.