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1st Line Customer Support Agent
Job description
As a 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 of Trimble Transportation products and services.
Your primary goal is to deliver accurate and timely support to customers, aiming to resolve issues efficiently or escalate them 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
Profile
Desired Skills and Experience:
Fluent in German and proficient in English, with the ability to communicate clearly and professionally in both spoken and written form
Comfortable working in an IT and software-driven environment
Strong organizational skills, with a proactive and reliable attitude
Eagerness to learn new products and procedures
Previous experience in a customer support center is a plus
Offer
Join Our Team!
An exciting technical position with an international company located in Ypres.
We offer:
Competitive salary based on your experience
39 hours per week
Meal vouchers
Eco vouchers
Home working allowance
Internet allowance
Annual leave of 27 days (20 regular leave days 6 make-up days 1 additional ‘Day of Service’ leave, or use it as you wish)
Would you like to become our new Support Assistant?
Apply now, and we will contact you as soon as possible!
Contact:
Phone: Show number
Email: Show emailaddress
Practical information
Actief Interim Ieper