1st Line Customer Support Agent

ACTIEF IEPER; Sint-Jan; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

ACTIEF IEPER in Sint-Jan, Belgium, is seeking a 1st Line Customer Support Agent. In this role, you will be the first point of contact for customers, providing technical support and service in transportation products.

Your goal is to resolve inquiries efficiently, ensuring customer satisfaction through clear communication. The position involves managing support calls and ticketing systems, performing analysis, and supporting product installations.

Qualifications

• Proven communication skills with customers.
• Ability to efficiently handle multiple inquiries.
• Strong analytical skills to assess issues.

Responsabilités

• Handling incoming support calls (triage), ensuring all calls are addressed.
• Managing support tickets in FIFO manner.
• Performing initial analysis of reported issues.
• Conducting validation calls and following up with installers.
• Processing Return Authorization (RA) tickets.
• Following escalation procedures and adhering to support policies.
• Communicating effectively with customers across various channels.

Description du poste

1st Line Customer Support Agent, you are the first point of contact for customers, handling inquiries via phone and/or ticketing system. You will provide technical support and customer service for users in transportation products and services.

Your primary goal is to deliver accurate and timely support to customers, aiming to resolve issues efficiently or escalating when necessary. You will also support product installations and validations. This is a time-sensitive role, requiring prompt and clear communication to ensure customer satisfaction.

Key Responsibilities

• Handling incoming support calls (triage), ensuring all calls are addressed
• Managing support tickets in the assigned language queue(s) on a First-In, First-Out (FIFO) basis
• Performing initial analysis of reported issues
• Conducting validation calls and following up with installers
• Processing Return Authorization (RA) tickets
• Following escalation procedures and adhering to support policies
• Communicating effectively with customers across various channels