Dutch Market | IT Helpdesk Support

Description

The role sits in a support team in Lisbon, where the company's activities cover sales, marketing, communication, training, nearshoring services and shared HR support for Europe.

The team has over 300 specialists from around 15 nationalities.

The company develops customer experience, mobility and monitoring solutions for businesses and their customers, including claim management and emergency calls.

The wider group has around 9000 associates worldwide.

Responsibilities

• Handle calls, emails and common requests as first-level technical support.
• Find the root cause of technical problems and help customers by phone, email or chat using remote access tools.
• Resolve issues at first level, aiming for a 50% resolution rate after 6 months and 70% after 12 months.
• Apply the set work instructions and escalation paths for every type of incident.
• Record all incidents in the internal incident management system.
• Stay in contact with other company sites, departments and colleagues involved in support.
• Contribute content to the FAQ and knowledge base.
• Build good working relationships with colleagues and customers so information moves correctly.

Requirements

• Technical education in IT systems, or experience and advanced knowledge of hardware and software support.
• Professional experience in a customer-facing role is an advantage.
• Dutch oral and written communication at C1 level minimum, required.
• English oral and written communication at B2 level minimum, required.
• Additional European languages are a plus.
• A team player who is 100% focused on service and solutions.
• Methodical troubleshooting skills, required.
• Working knowledge of SAP is an advantage.
• Experience with or interest in automotive electronics is an advantage.
• Soft skills required: customer orientation, professional communication, teamwork and working well under pressure.
• Willingness to take ownership of assigned projects when needed.

Conditions

Work in the office, remotely, or both, according to business needs.

Benefits

• Challenging work in an international environment.
• Career opportunities at one of the best companies in the world.
• Flexible hours.
• Medical services.
• Discounts for employees.
• Sports and health activities.
• Canteen.
• Good access to public transport.
• Space for creativity.