Customer Support Specialist with Dutch - Out of Hours

Akkodis (formerly Modis), is a global leader in the engineering and R&D market that is leveraging the power of connected data to accelerate innovation and digital transformation. With more than 50 000 engineers and digital experts in 30 countries around the world, we offer broad industry experience, and strong know-how in key technology sectors such as mobility, software & technology services, robotics, testing, simulations, data security, AI & data analytics. As the biggest Delivery Center, with more than 17 years of experience in Bulgaria, we deliver technology solutions in IT, Software, Cloud, and Digital fields. We Are Akkodis. Making the future, smarter for everyone

Job Purpose:

The objective of the role is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. They use all available knowledge tools and resources, call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues, resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction. The role is working on 12 hours shifts from Monday till Sunday on rotation. (19:00-7:00 - during a week and 7:00-19:00 / 19:00 - 7:00 during weekends).

Responsibilities:

• Create a Ticket for new contacts into the Ticketing Management Systems
• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
• Fully document every ticket as per the internal quality assurance standards
• Participate in all internal meetings and feedback sessions
• Present a positive, effective and flexible contribution to achieving team targets and objectives
• Complete desk specific or ad hoc tasks
• Remain well versed in help desk policies, procedures, standards and documentation
• Protect confidential and sensitive information and materials
• Collaborate with other team members to provide high quality support
• Be available for work at the scheduled shift start time and be logged on the telephone system
• Use correct activity phone codes and demonstrate a responsible approach to these at all times
• Mentor new hires during their incubation period (AILP)
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Requirements:

• B2 level of written and oral Dutch
• B2 level of written and oral English
• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Excellent time-management skills
• Team player
• Computer/IT literacy – comfortable working with Windows operating systems, Microsoft Office Suite, etc.
• Good analytical and troubleshooting skills

You will get:

• Competitive remuneration package
• Performance-based bonuses
• Fully remote position
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more) Competitive remuneration package
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently.
The future won’t wait, it’s time to start engineering a smarter future. Are you ready?