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German speaking Technical Support Associate to Amsterdam

Job Description

We are now looking for a German speaking Technical Support Associate to Amsterdam for our client! Do you have an interest for IT and want to live in Amsterdam? Then this is your chance! 

In this position you will be responsible for providing problem resolution and world-class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.

Why live in Amsterdam? 

Amsterdam's canal-woven core is laced by atmospheric narrow lanes. You never know what you'll find: a tiny hidden garden; a boutique selling witty or stylised Dutch-designed homewares and fashion. Amsterdam is famously gezellig, a Dutch quality that translates roughly as 'convivial' or 'cosy'. It's more easily experienced than defined. There's a sense of time stopping, an intimacy of the here-and-now that leaves your troubles behind, at least until tomorrow. The easiest place to encounter this feeling is a bruin café. You can also feel gezellig lingering after dinner in snug restaurants while the candles burn low. 

Primary responsibilities

  • Resolve retail technical issues via phone, email, or chat
  • Develop positive, supportive rapport
  • Listen to computer related issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific issue
  • Utilize Knowledge Base tools to work and resolve issues
  • Identify when and how specific issues should be escalated to various resolver teams
  • Use identified tools to track, escalate and record issues and resolutions
  • Manage open cases to ensure resolution work and case closure progresses quickly
  • Diagnose and resolve technical hardware and software issues
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
  • Provide timely and effective resolution to support requests based on service level agreements (SLA)

Objective:

  • Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
  • Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
  • Ability to employ patience and self-control in handling irate customers
  • Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
  • Provide a world class experience

 

Requirements:

  • Fluent in German, next to a fluency in English in both reading and writing.
  • Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
  • Knowledge and experience with Microsoft office
  • Knowledge of and experience with gaming consoles or PC gaming systems
  • Ability to navigate the internet and use search engines to find information
  • Ability to utilize phone system as required
  • Experience utilizing, configuring, and troubleshooting in multiple environments

 

 

Ref: German Amsterdam

Location

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