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Norwegian/Danish Support engineers |
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Written by Team Scandi-jobs.com
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We are searching for an experienced technical software support agents working for a 1st party software company located in Utrecht.
Major software Corp providing software solutions for the majority of businesses world-wide require Danish or Norwegian native speakers. Your role as a HUB engineer is to translate issues that come in within your own native supporting language into English and to support customers with their issues. As you will be the 1st and last line of support technically experienced individuals will be beneficial but is not a necessity, Important is your fluency in either Danish or Norwegian with a very good verbal and written English. We also require candidates to have at least 2 years helpdesk experience with good proven track record within the supporting environment.
Responsibilities
* Ensure that HUB tasks are handled during active shift
* Provides verbal or written translates when customer requires local language support
* Uses Service Request quality guidelines when placing entries in SRs
* Monitors queues to respond to incorrectly routed or unassigned customer requests
* Monitors translation queues to make sure translations occur in a timely manner
* Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer's manager
* Reports to a regional Team Lead and EMEA HUB Manager
Accountabilities
* Perfect English language skills both verbal and written, plus Danish or Norwegian at a mother tongue level
* experience in working in a customer services environment
* Good communication and administration skills
* Trouble shooting / problem solving experience is beneficial
* Maintain knowledge of current business flows
* Operate in line with Customer Service HUB business processes and procedures
* Provides the best possible translation for both customer and GRID engineer - using collaboration methods as necessary
* Manages queue and SRs to provide the highest level of customer service within standard support guidelines
Qualifications:
* Excellent communication skills
* Ability to manage multiple priorities
* Can address issues among multiple parties within the organization
* Personal drive
* Customer Focus
* Team-working
* Excellent verbal and written skills in local language, as well as English
* Verbal and written skills in Danish and or Norwegian are essential
* At least 4 years work experience plus knowledge of any software products (database, application)
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