Dutch Technical Support

Do you want to experience Mediterranean life? Then we have the job for you! We are looking for technical support candidates who want to start working and living in Greece. You can experience the Mediterranean life, try the traditional cuisine, enjoy the weather, and visit the hotspots. Want to start this next adventure? Check out this position!

For one of the biggest names in tech, we are looking for Technical support agents. In this challenging role, you will help end clients solve technical problems and answer any questions they may have.

Our ideal candidate

• Fluent in Dutch
• Working proficiency in English
• A natural team player - we believe in supporting and developing our people,
• Someone who loves to give and receive fantastic customer service - we want you to treat every call, email or social media post as an opportunity to delight our customers

With knowledge:

• Ability to use the desktop computer system
• Ability to use Internet applications
• Usage of MS Office

Daily tasks

• Assistance: helping customers with the settings of their accounts as well as downloading and installing apps and content.
• Refund request: process refund requests on behalf of the customers.
• Payment account issues: Assist customers with setting up their payment accounts as well as troubleshooting related issues.
• Unauthorized charges: guiding customers to report issues related to unauthorized charges and processing related requests.
• 3rd party (developer) issues: offering high-level support for developer issues and, where necessary, referring the customer to the developer.
• Gift Card issues: guiding customers on the usage of Client G Gift cards

Key Responsibilities

• Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry
• Provide Support Services
• Log calls/cases into the customer relationship database and follow escalation procedures to resolve problems
• Track and follow cases to ensure that they closed in an efficient and timely manner
• Provide and maintain strong, professional relationships with all customers and show empathy at all times
• Follow Contact Centre procedures and ensure availability to take calls, adopting the transaction handling procedure and AUX code guidelines
• Work effectively as part of a team, developing effective and supportive relationships with colleagues and management
• Follow escalation policies and procedures
• Provide feedback to his/her superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved
• Take on board feedback and adapt skills accordingly
• Follow and apply Regulations regarding personal and performance data confidentiality and security
• Attend recurrent training published by the Client/Company on a regular basis
• Be positive and proactive and have a desire to apply continuous improvement processes

Required skills

• Excellent communication skills
• High School diploma or equivalent.
• High understanding of IT topics such as storage, networking, windows / Mac
• Use of production tools
• Use of Phone/Mail System
• CRM Tool
• CCMS
• Ability to communicate correctly and clearly
• Ability to clearly understand a problem statement. Complaint Handling
• Problem Solving Skills: Ability to approach problems logically
• Ability to effectively manage customer enquiries via all types of channels
• Strong troubleshooting
• Knowledge of tools used for troubleshooting
• Product Specific Knowledge as Escalation Process and Case Handling

Benefits

• Excellent benefits package
• Multilingual and excellent work environment to provide the customer service
• Extensive training
• Adaptation to Greek Culture and Greek language Courses,
• Internal employee incentives
• Located in an amazing office in Greece with excellent transport links
• Excellent relocation package with a great support system for non local hires
• Private Health coverage
• Enjoy life in Greece, there are loads of social sports events

Location

Piraeus, Athens (Greece)

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