Time Allocation

• 65% Operational execution
• 10% Personal development
• 15% KCS Creations
• 10% Admin

SPECIFIC RESPONSIBILITIES: 

• Handles internal and external customer related issues and concerns;
• Records all customer interactions into a CRM;
• Maintains acceptable call evaluation requirements, KPIs & VOC;
• Develops FAQs, Technical Tips, and ‘How-To ’videos on Hardware also Software applications;
• Supports the development of internal documentation;
• Actively participates in departmental activities and initiatives including self-help;
• Provides coverage for Technical Support Helpdesk phone & e-mail;
• Provides technical support level 1 for customers;
• Resolves customer issues and provides technical support and client counseling;
• Checks product problems;
• Escalates problems to Range Specialist/Level 2 or Field technician;
• Ensures technical knowledge and expertise, on the relevant products within a portfolio, including legislative and regulatory approvals, is maintained to a high level;
• Works closely with L2 agents and Range Specialists to develop product knowledge to achieve independent call handling;
• Handles licensing of customer software tools and panel features;
• Assists the Team Leader in generating call tracking reports to monitor work backlog by specialist and customer commitment dates;
• Assists the Team Leader in generating phone usage reports to monitor total calls, total phone time, and types of calls received.
• Contact creation.

GENERIC RESPONSABILITIES:

• Fulfillment the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level
• Creates own individual training needs, ensuring a training program is in place and completed in agreement with the timeline.
• Own development plans (technical & behavioral) for individual development (IPD)
• Contributes in an active way to the continuous improvement of the team’s performance; identifies constantly opportunities of improvement for own activity and department’s activities
• Participates in Kaizen events and RPS exercises as well as other events according to the HOS specifications at job level: internal audit, third party, corporate, (clients, certification)
• Performs Gemba walks /5S audits /SOS audits, identifies nonconformities
• Participates in all the meetings necessary for this position (daily Tier meetings level 1,2,3 or 4, weekly/monthly meetings, etc.) 
• Communicates with clients, contractors, engineers, technicians, and other departments (Services, projects, supply, working capital)

QUALIFICATIONS:

• Minimum college graduate; Bachelor’s degree preferred
• Previous experience in a technical support environment;
• Minimum 1-year experience in Customer Support;
• Technical Skills
• Strong customer focus
• Ability to Learn New Software and Hardware
• Analysis of Technical Issues
• English – advanced level
• Dutch – advanced level / native level
• Good reporting skills
• Leadership Impact
• Customer-oriented
• Troubleshooting skills

DETAILS:

• Our client has a 30% work from the office policy that is currently put in place;
• Our client offers a Dutch language allowance monthly (besides the salary).