Dutch Speaking Tech Support (Level 2) v Irsko

Dutch Speaking Tech Support (Level 2) .

€excellent salary on offer

Cork, Ireland

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 Dutch and English, both Oral and Written.
- 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.

Recruitment Direct is acting as a recruitment agency

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