Dutch Service Desk Agent Lisboa

Dutch Service Desk Agent
Lisboa
Lisboa, Portugal

As a Service Desk Agent, you will be the first point of contact for technical and customer support inquiries for our Dutch Speaking stakeholders.

The ideal candidate will be an effective communicator, an analytical problem solver, and have the ability to thrive in a
- paced environment.

Responsibilities

1. Manage incoming client contacts and escalations with compassion and proactivity, in order to prioritize their needs and provide unique solutions to problems.
2. Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and
   - parties), and Quality Engineering teams.
3. Coordinate regular calls with the client, for refills and upgrades to product accessories.
4. Process both
   - generated and internally generated service request tickets, within specified delivery times.
5. Administrative support to certify client details, and alter any incorrect information within our stakeholder’s client database.
6. Provide services to clients like Air Liquid, Goldman Sachs, e
   Bay, Fiat, NHS Hospitals (UK), and Cambridge Universities with a high level of responsibility.
7. Manage supply related requests: by phone, by portals, by email, or even by chat.
8. Validate consumable requests (toners, fusers, drums, etc. ) and check their status.
9. This is a
   - technical role.

Minimum Requirements

1. High School Diploma or Secondary School Completion Equivalent.
2. Minimum of a year’s experience in a Customer Support or
   - facing role, preferably in a
   - national environment.
3. Close familiarity with Computers and Digital Network configurations, including advanced level working knowledge of the Microsoft Office Suite.
4. Adaptable to working alongside the time zone and calendar of local stakeholders.
5. Required Language Thresholds:

• English (B2 - C1: Independent User Level)
• Dutch (C2: Native-Level Fluency)

Benefits

1. Meal Allowance on Card.
2. Staff Canteen with varied food options and
   - facing balcony seating.
3. Well-rounded Health and Life Insurance Packages.
4. On-site gym: includes indoor pool access, fitness classes, and a football pitch.
5. Temporary work from home with equipment provided.