Technical Support Agent
1 day ago
About the Project:
Things are a little different here because we aren't just another company. There's more to Global BrainForce than our innovative technology and agile methodology. We are a Global BrainForce of talented, passionate developers – and together is what makes us who we are as a company.
We care about what we are doing.
We are looking for a Technical Support Agent, whose main tasks are to support our end-user, make sure we always find solutions and be the knowledgebase of the product
Does that sound like somewhere you would fit in? Keep reading to find out more about life at Global BrainForce.
What you'll do:
As Technical Support Agent, you are the go-to person for our customers through phone, Whatsapp or e-mail. Your main tasks consist of managing and handling questions from our clients about our software system. You know our system in-and-out, which helps you provide the right solution every time You also report on potential technical issues and feature requests so that we can improve our product even more.
We are currently starting with a large new customer in the Americas, and therefore need 24/7 support coverage. We currently need to cover the hours between midnight and 09:00 Central European time, being roughly during office hours in the Phillipines. As the amount of tickets flowing in during these times will likely not be that large yet, we are looking for someone that will also help with other tasks, such as configuring menus of new customers in the admin portal, updating system documentation or creating procedures for improved ticket handling.
You are also the guard of stability of the system at night. In case there is any major issue with the system, you would need to start an escalation procedure and call the team in the Netherlands, to ensure the issue will rapidly be resolved. To do so, you will proactively check the vitals of the system and react to certain alerts. It will be essential here to rapidly understand if an issue needs to be escalated or can wait until the next day.
Despite the time difference, we will make sure that there is at least a catch-up moment each day to handover tickets. You will be part of an ambitious and proactive team of winners that are creating the best product in the market
What You Need to Get the Job Done (Minimum Qualifications)
- You are eager to help our customers with Solutions
- You are customer-focused and solution-oriented
- Available for 10 hours for 4 days per week, 23:30 – 09:30 CET.
- Flexible availability to ensure there is always someone available with a team of 2, also during holidays or absence of the other colleague
- Education in computer science or IT
- English proficiency
- Being able to speak Dutch or Spanish is a plus
- Proactive attitude and ability to work independently (from home)
- You are a digital enthusiast
- You have a can do attitude
- You work neatly and accurately
- You keep a cool head under stress and time pressure
- Experience with business critical software is a plus
What You'll Love About Us
- HMO and government-mandated benefits covered
- Hybrid setup (limited for back-office)
- Regular training and upskilling opportunities
- Healthy working times
- Supportive, no-drama work culture focused on quality delivery.
- Corporate events, team buildings, etc.
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