Customer & Tech Support Specialist

Posted 15 June 2022
Salary€30000 - €45000 per annum
LocationRotterdam
Job type Permanent
DisciplineOperations
ReferenceBH554488_1655370971
Contact NameMarkJames Search

Job description

Our client, a global thought-leader in AI and Robotic technology, are currently hiring for a Customer & Tech Support Specialist to join their fast-growing team in the Netherlands.

This is an exciting opportunity for a recent and energetic graduate who is organized, enjoys logistics as well as getting to the bottom of problems and with customer service superpowers.

Responsibilities:

  • Operate the support help desk to ensure high customer satisfaction and retention.
  • Respond to inbound inquiries and troubleshooting technical issues raised via multiple channels.
  • Take ownership of difficult customer problems and seeing them through to resolution, working closely with our client's field technical engineers.
  • Identify themes or recurrences in customer issues and escalate them, while making proactive suggestions for improvement.
  • Test products and services delivered to our client's partners as part of the ongoing support process (Being hands-on is a must).
  • Maintain an excellent CSAT (Customer SATisfaction) score while aiming to resolve issues in a timely manner.
  • Maintain our client's existing support collateral and take the initiative to create new systems & processes.
  • Create engaging content to give customers the autonomy to resolve issues, reduce reactive activity within the team and improve user engagement.
  • Monitor our client's NPS (Net Promoter Score) programme and respond to detractors
  • Work with our client's supply chain team and warehouse in Rotterdam on various initiatives, including:
    • Inventory management and assistance with semi-annual stock counts
    • Oversee arrival and inspection of new types of our client's products
    • Technical spot checks to verify that incoming units are not damaged
    • Perform software upgrades on batches of our client's products as required

Experience and Qualifications:

  • Excellent telephone manner and written-English communication
  • Confidence and a positive attitude in dealing with customers
  • Functional Experience: customer service or technical support experience, ideally with high-tech products.
  • Ability to understand technical issues and perform issue-level triage.
  • Knowledge of Help Desk software such as Zendesk, Hubspot Service Desk, Freshdesk.
  • Ability to create and present meaningful insights from Help Desk analytics and reporting tools.
  • The ability to manage multiple initiatives in a fast-paced environment.
  • Ability to develop a deep understanding of all our client's robotics solutions.
  • Strong organizational skills and impeccable attention to detail.

This is a full time, permanent employed position, which is 100% home/remote based in the Netherlands.

Our client offers an excellent remuneration package and excellent career progression prospects.

Please apply online to be considered.