DESCRIPTION
This job is a job position for the DutchVirtual Ops Tech Support (VOTS) Tier I team. VOTS team is in charge of assisting VCS employees and new hires during onboarding process and of reducing the overall IT traffic that flows to the Global IT Helpdesk. Among the type of contacts that a VOTS member can handle are first connection support, self-service walk through, New Hire questions, CSOS, Software/computer education, VPN, Gemalto tokens, Softphone related questions, and escalation to Helpdesk. VOTS Tier I members escalate calls to Tier 2 support who currently provides a dedicated escalation format to T1 and leadership, with the ability to deep dive VCS specific issues including CSOS troubleshooting/replacement. These escalations are sent via TT to the tier 2 team for further review. The role includes paid training, leadership opportunities, and dedicated resources to support your ongoing growth and development.
Dutch Virtual Operations Tech Support I is open from 06:00 to 00:00 CET. Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include days, afternoons and evenings. Typically, they include one or both weekend days and schedules may change based upon business need there may be mandatory overtime. Working hours for all staff increase substantially during our peak season. In order to support our customers, vacation requests are not granted during our peak season. You may also be required to work on any/all major holidays.
BASIC QUALIFICATIONS
· Must read, write, and speak fluently in Dutch and English
· You must be in good standing.
· The ability to decipher technical terminology and explain the situation or issue in laymen’s terms for the customer.
· 3-month experience in technical troubleshooting (First Responders, Technical support for Amazon Devices)
· Experience with basic computer/network concepts and terms.
· The ability to quickly adapt to differing operating systems while troubleshooting with the customer.
· Able to apply critical thinking to determine next steps needed to resolve contacts.
· Ability to empathize with and prioritize internal customer needs.
· At least 3 months’ experience handling Retail Phones.
PREFERRED QUALIFICATIONS
· Multilingual (English, Dutch, French, Italian, Japanese, or Spanish)
· Technical background / Understanding of basic computer/network concepts and terms.
· The ability to decipher technical terminology and explain the situation or issue in laymen’s terms for the customer.
· Should be internet savvy and have technical aptitude, self-driven, motivated and task driven individual who can learn fast and operate with minimal support from manager.
· Be able to effectively create trouble tickets that are clear and concise to the issue and resolution.
· Strong verbal and written communication skills.
· Strong soft skills to deal with CSA connectivity issues.
· Able to adapt to fast paced environment.
