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Technical Retail Support - German & English

Ref. Number 17-0318
Description Consumer Service/Helpdesk
Contract info Recruitment
Language(s) required English (Fluent)
German (Fluent)
Region Amsterdam Region
Salary Depends on experience
Start date ASAP
Duration 7 months with possible extension

Our client, a world-wide active service solution provider for market leaders in telephony, electronic entertainment and IT, is looking for a Technical Retail Support to join their team.

Want to be part of a young, friendly, international team and provide world-class service and technical proficiency in handling the retail store issue resolution? Then apply today to make sure not to miss out on this great opportunity.

Please note that the position requires working in flexible shifts during the week and weekend/ evenings.


Job Profile for Technical Retail Support

Responsibilities will include but not be limited to:

  • Resolve retail technical issues via phone, email, or chat
  • Develop positive, supportive rapport with retail coaches
  • Listen to retail issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific retail issue
  • Utilise Knowledge Base tools to work and resolve retail issues
  • Identify when and how specific issues should be escalated to various resolver teams
  • Use identified tools to track, escalate and record issues and resolutions
  • Manage open cases to ensure resolution work and case closure progresses quickly
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
  • Provide timely and effective resolution to support requests based on service level agreements (SLA)


Candidate  Profile for Technical Retail Support

  • Must be fluent in German and English, both written and spoken
  • 2-4 years technical education beyond high school; equivalent work experience is acceptable
  • Prior experience in an IT Operations support role (Network Operations Center, Service Desk, Desktop support, etc.). Performing hands-on IT Infrastructure & Application troubleshooting desired
  • Ability to work in a fast-paced, complex, global Retail support environment with competing priorities
  • Strong skills in verbal and written communication in order to analyse, interpret and address customer needs
  • Flexibility and capacity to quickly adapt to changing business needs and processes
  • Excellent professionalism and self-control in deescalating the upset customer


What Our Client Offers

  • An exciting full time job in a young international environment
  • Public Travel costs compensation 100% if you live further than 10 km from work location – our client is located near Sloterdijk station
  • Attendance bonus system (700 yearly)
  • Irregular hours payment for weekend shifts
  • Referral bonus system (600 euro’s per referred candidate)
  • Possibilities for development and promotions
  • Pension plan


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