Support Analyst First Line (Dutch)

Crit; Santa Cruz de Tenerife; On-site; EUR 19,000 - 25,000; Full time

Job summary

Crit is seeking a Dutch-speaking helpdesk agent in the Canary Islands, Spain. You will interact with customers by phone, email, and web, delivering technical support and solving issues. Training is provided; no prior experience is required.

You will work 40 hours per week in a 7x24 shift pattern and collaborate with the team to maintain high customer service standards. Your role includes analyzing problems, prioritizing resolutions, contributing to knowledge base content, and assisting in

Qualifications

• Mandatory languages: Dutch
• Basic PC skills
• Willingness to work in shifts: 7x24 (40 hours per week)
• Advanced experience in Organization Development: Service orientation, insight, proactive cooperation
• Basic understanding of group dynamics and/or team development
• Basic business development: results-focused, initiative
• Customer-oriented
• No prior experience required (training provided)

Responsibilities

• Interact with customers via telephone, e-mail and the web to provide technical support and solve problems
• Identify, evaluate and prioritize customer problems and complaints
• Analyze customer problems and formulate plans of resolution
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
• Evaluate new services, processes and technologies introduced at the helpdesk
• Participate in departmental training activities supporting new technologies and customer service improvements
• Work with staff to promote, develop and maintain strong customer service values
• Escalate unresolved issues to support leads or designated client service group

Skills

Dutch language

Service orientation

Proactive cooperation

Group dynamics

Customer-oriented

Job description

• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated (Client) service group.

Job Requirements

• Mandatory languages: Dutch
• Basic PC Skills
• Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)
• Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation
• Basic understanding of the principles, theories, and practices of group dynamics and/or team development
• Basic Business Development:, Results Focused, Initiative
• Customer-oriented
• Experience: No specific experience is required (initial training)