Support Analyst (Dutch Speaking) – Home Based

Job Description
The ideal candidate will have customer service experience, be a successful client relationship builder, an excellent communicator and have strong organisational and IT skills.  Previous experience working within a technical support environment is advantageous.  They must be a confident and reliable with a welcoming telephone manner and ability to multi-task.  Candidates must demonstrate a can-do attitude and be a team player; they will be based in our Lincoln offices and report to the Support team leader.

The role will include but is not limited to:-

·         Resolving incidents assigned to the support desk using a variety of resources (manuals, personal knowledge and training) 

·         Take ownership of customer incidents and be proactive in managing to resolution

·         Update customers via phone/email keeping them informed of the incident, status and escalations

·         Maintain a high degree of customer service for all support queries and adhere to all service management principles.

·         Log all calls on the call logging system.

·         Support customers in the use of the company products by providing necessary training and advice

Skills needed:

·         Good telephone technique

·         Good general communication skills – exchanging information with users and others on the support desk

·         Problem solving – not only solving problems but also eliminating their root causes and preventing their recurrence

·         Self-motivation, and attention to detail

·         Fluent Dutch Speaker (French/Flemish Advantageous)

Personal qualities required

·         An adaptable and flexible attitude

·         An ability to work under pressure

·         Be a team player cooperating with other support staff members to ensure that the support desk meets its goals

·         Assertive when necessary – ability to implement effective assertive techniques to manage your customers

·         Have a good sense of humour

This role can be home based but must be able to travel to both Cambridge and Lincoln for regular meetings.

In return for your skills and experience we are offering competitive salary, benefits include 22 holidays + bank holidays per year, free onsite parking and full training for the right candidate.