Dutch technical support in Dublin, Ireland

Multilingual jobs worldwide Recruitment Agency

We are looking for Dutch speakers for an exciting position in Dublin!

As an Technical Support Analyst you will resolve remote users’ IT problems by means of a first time fix or by dispatching for on-site support. The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail. All applicants should be willing to work variable shift patterns on request.

Why work in Dublin?

Dublin has both an international feel and a special magic to it, so you will not have a shortage of new things to see and experience. One of the special features in Dublin is the fact that even though you live in the heart of the city, you are only a half an hour away from some of the most beautiful landscapes and scenery. Ireland is full of opportunities for an outdoorsy lifestyle. In addition to all the exciting things you can to outdoors, there is plenty of other activities in the city. There is a vibrant nightlife, good restaurants and entertainment locations, events, spas - you name it!

Your responsibilities

  • Validate and diagnose customer issues
  • Provide the customer with a solution through information gathering analytical trouble schooting, problem research or to route or escalate the call to the appropriate resolution group
  • Management of calls to agreed service levels

Duties

  • Answer contacts promptly and professionally
  • Log/Validate all contacts Call Handling Database
  • Resolve customer problems using the relevant tools and systems
  • Manage end to end all calls logged, providing regular updates to customers on call status
  • Invoke Escalation Procedures within defined time frames
  • Work to achieve individual and team goals
  • To comply/complete desk specific or ad-hoc request/tasks Mentor new hires.
  • Ensure Quality standards are adhered to in regards to both Cases & Calls.
  • Live documentation validation
  • Protect confidential and sensitive information and materials
  • Observe strict compliance to licensing, copyright and trademark legislation
  • Accomplish other duties as required
  • Pro-actively seek support from escalation team via.
  • Escalate tickets to escalation team for validation and further escalation.
  • Monitor ticket queues and handle tickets appropriately
  • Provide support to multiple desks

Candidate Profile

The ideal candidate has previous experience in effectively coping with a fastpaced, high-pressure role in a constantly changing business environment. You will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution. We are looking for someone with a strongly team-focus with excellent customer service, telephone, oral and written skills. You will be analytical with good trouble shooting skills, flexible and willing to work variable shift patterns. Preferably the suitable candidate will also have a technical aptitude and a basic understanding of various hardware, software and Microsoft.

Ideally, you will have previous experience working within a technical support- and customer service environment, delivering front-line service directly to customers preferably within an international company. Previous call centre experience is desirable, but not essential.

Essential Competencies

Customer Service and Communication

  • Experience in communication with customers
  • Ability to communicate effectively - oral & written
  • Ability to communicate effectively with different groups
  • Ability to follow specific processes and procedures
  • Demonstrates high level of customer satisfaction in previous positions
  • Experience on Process Managed Environment

Problem Solving Techniques

  • Ability to identify problems
  • Ability to apply analytical and investigative skills to resolve customer issues
  • Ability to handle challenging support situations

Personal Interaction

  • Ability to convey knowledge to others
  • Ability to adapt to a changing environment

Technical Requirements

  • Technical skill with Windows XP, Windows 2000
  • Microsoft Office Suite
  • Knowledge of printer hardware
  • Knowledge of Local Area Networking
  • Knowledge of Remote Access tools

The client offers

  • Career path ladder
  • Gym membership
  • Free shuttlebus service
  • Free staff parking
  • Fun budget

Does this sound interesting?
Send your English CV to [email protected]/<email address removed>

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