Technical Support Representative Fluent French & Dutch Languages

Technical Support Representative Fluent French & Dutch Languages in the Area of Amsterdam

The company

The company is a designer, manufacturer and marketer of lightweight communications headsets, telephone headset systems, headset accessories, and related services. They are recognized for their safety, reliability, comfort, and sound quality. The company has come to be highly regarded for leading-edge technological innovations.  The products are used globally for call center, mobile, computer and residential applications.

The role

The Technical Support Representative is the first contact for our customers with respect to all their questions regarding our products and services. The Technical Support Representative has the responsibility to manage these contacts in a very customer oriented, efficient and effective way to ensure that they are fully satisfied and the required solutions are provided instantaneously.

Primary Functions

Answers telephone "hot line" and written or Internet-based inquiries from customers regarding company products for the native language region and depending on language skills for customers in other regions.  Analyzes problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions.  Maintains log of problems so that recurring problems can be reported to product development. Generates sales lead when appropriate from those contacts.

Primary Responsibilities

• Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations
• Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately
• Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries.
• Obtain accurate customer details and amend contact-handling system when applicable
• Generation of sales leads from these contacts
• May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries.
• Gives interface matrix listed compatibility information to customers on company released products.
• May handle customer product repair invoicing and assist in preparation of customer service statistics.
• Check status of repair orders per customer request. 
• Providing excellent customer management inclusive of excellent communications, responsive follow trough, and advocacy for customer issues with internal departments

Knowledge:

Uses professional concepts; applies company policies and procedures to resolve a variety of issues. System knowledge on Windows applications, ERP database (Oracle 11i) order management.

Job Complexity:

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.  Has internal and some external contacts.

Supervision:

Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Will be expected to work independently

Experience:

Typically requires a minimum of 1-2 years of related experience

Sklls:

• 2 years’ experience in technical support position is a pre
• Problem solving and troubleshooting skilled
• Excellent understanding of operation systems
• Ability to review and conduct technical articles
• Ability to process and retain large amount of information  
• Customer Focused
• Self-driven and independent
• People oriented and a team player
• Able to manage own time
• Strong commercial affinity
• Strong communication skills, ability to build and maintain internal and external relationships
• Ability to work and perform under pressure
• Certification in call management systems / MCDST / Unified Communication is advantage
• Fluent French & Dutch, fluent English. Additional languages are beneficial

Education

HBO degree or equivalent experience

We offer

• € 2370, - Month salary (= +- 1770,- netto), + 8% Holiday allowance

• Quarterly bonus of €1500,-

• Full health insurance coverage worth € 1500 per year
• For candidate available to relocate to NL we will offer him/her a relocation bonus of €1000,- payable after the successfully completion of the 3 months agency
   + 6 months direct contract with Client

• Full home, work travel expenses

• Fitness facility’s at Health City or €75,- per month paid for a fitness facility of your own choice

• Personal laptop