Support 2nd line agent Amsterdam / Amsterdam

Ridecheck; Amsterdam; On-site; EUR 42,000 - 56,000; Full time

Job summary

Ridecheck in Amsterdam is seeking a 2nd Line Support Agent to handle complex cases requiring specialist knowledge and careful decision-making. You will be the go-to person for Support Agents during shifts and help improve processes by sharing expertise.

This role emphasizes ownership, intervention on challenging tickets, and collaboration with the Support team to maintain high-quality service. You will identify opportunities to streamline workflows and contribute to a more efficient support

Qualifications

• Handle complex support cases requiring specialist knowledge and careful decision-making.
• First point of contact for Support Agents during shifts and provide guidance.
• Identify process improvements and share expertise to improve efficiency.

Responsibilities

• Handle complex support cases that require specialist knowledge and careful decision-making.
• Be the first point of contact for Support Agents during shifts and provide guidance on difficult decisions.
• Identify process improvements and share expertise to help the team become more efficient.

Skills

Complex problem solving

Ownership

Guidance to teammates

Job description

Note: this role is only available for people living in Amsterdam.

In a nutshell.

As a Support 2nd Line Agent, you\'ll handle the support cases that require extra attention. From financial questions to unusual user situations, you\'ll make well-considered decisions that help both our users and the Support team.

Working closely with Support Agents, the Support Manager and other departments, you\'ll be the go-to person for complex questions during your shift. You\'ll not only solve difficult cases yourself, but also help your colleagues grow by sharing knowledge and providing guidance when needed.

As Check continues to grow, so does the complexity of the situations we handle. That\'s why we\'re expanding our 2nd Line team with people who enjoy solving problems, taking ownership and continuously improving the way we work.

The job.

Your primary responsibility is handling complex support cases that require specialist knowledge and careful decision-making.

You\'ll also be the first point of contact for Support Agents during your shift. Whether someone needs advice on an unusual situation or guidance on a difficult decision, you\'re there to help.

Beyond solving tickets, you\'ll identify process improvements, share your expertise and help the team become more efficient and consistent in the way we support our users.