Title: Customer Support L1 Agent - Dutch Speaker 

Location: Belgrade, SRB/Hybrid 

Key Areas of Responsibility 

• To handle inquiries via phone or to lesser extent e-mail.
• Manage caseload (escalations and requests for assistance) and record information into the Incident tracking system.
• Diagnose and solve technical issues that originate from our customers.
• Provide technical assistance and remote troubleshooting support.
• To resolve problems by applying established policies, procedures and tactics and using pro-active communication towards our customer.
• Manage operations during scheduled shifts using on-hand tools and observations. 
  Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer.

Languages 

• Dutch – Proficient (written and spoken).
• English – Intermediate (written and spoken). 

Position Requirements:

• Candidates should possess a minimum High School degree or equivalent.
• Candidates are expected to have excellent communications and interpersonal skills.
• Candidates are expected to have basic computer knowledge.
• Candidates should have firm organizational skills.

Preferred (but not crucial)

• Out of the box way of thinking.
• Experience in customer facing roles or in technical support.
• Experience in retail environment.
• Experience with ITIL practices, Linux Command Line, Windows and MS Office.