Responsibilities
* Interact with customers via telephone, e-mail and web, providing technical support and problem‑solving expertise.
* Identify, evaluate and prioritize customer issues and complaints.
* Analyze customer problems and develop effective resolution plans.
* Contribute to the helpdesk knowledge base by identifying resolution gaps and authoring submissions.
* Evaluate new services, processes and technologies introduced at the helpdesk.
* Participate in training programs to support new technologies, procedures and customer service enhancements.
* Collaborate with departmental staff to promote and maintain strong customer service values.
* Escalate unresolved issues to support leads or designated service groups.
Requirements
* Languages: Proficiency in Dutch and English (mandatory).
* Skills: Basic PC skills, excellent communication abilities.
* Availability: Willingness to work in shifts (7x24, 40 hours per week).
* Experience: No specific experience required; initial training will be provided.
* Attributes: Service‑oriented, proactive cooperation, results‑focus, initiative and customer‑oriented.
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