Duties & Responsibilities
• Provide highly skilled Phone, Email and Chat support to business customers for NAS, Switching, Routing, Wireless and Security devices as part of the front line Level 2 Support structure. A good mix of both technical knowledge and customer service skills are essential.
• Manage a queue of tickets bringing each to a resolution, which can include escalating them to another department or tier of support.
• Updating tickets in your queue within SLA targets ensuring the quickest resolution for our customers.
• Adapt to the technical level of the customer in order to facilitate effective communication of solutions or of ongoing troubleshooting.
• Where necessary, use remote desktop applications to provide quicker solutions to the customer. Recreation of customer’s environment or configuration in our lab may also be needed in some circumstances.
• Recognition and escalation of systemic issues to management in order to reduce inconvenience for our customers and/or other team members.
• Must be flexible and able to follow potential directional changes in the business needs and support structure efficiently and effectively as required.
• Exceed customer satisfaction, phone, productivity and other individual and team targets.
Skills & Qualifications
• Fluent English + Dutch
• CCNA / CompTIA Network+ certification or equivalent qualification is desirable but not essential, relevant experience will be taken into consideration.
• Experience of supporting NAS devices will be an asset.
• Comprehensive understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN and other network technologies as well as the Windows operating system.
• Excellent communication skills with the ability to support both highly technical and novice customers.
• Proven time management skills and ability to work under time pressures.
• Fantastic team spirit and mentality with a focus on customer satisfaction.