1st Line Customer Support Agent

<p>As a <strong>1st Line Customer Support Agent</strong>, you are the first point of contact for customers, handling inquiries via phone and/or ticketing system. You will provide technical support and customer service for users in transportation products and services.</p><p>Your primary goal is to deliver accurate and timely support to customers, aiming to resolve issues efficiently or escalate them when necessary. You will also support product installations and validations.</p><p>This is a time-sensitive role, requiring prompt and clear communication to ensure customer satisfaction.</p><p><strong>Key Responsibilities:</strong></p><ul><li><p>Handling incoming support calls (triage), ensuring all calls are addressed</p></li><li><p>Managing support tickets in the assigned language queue(s) on a First-In, First-Out (FIFO) basis</p></li><li><p>Performing initial analysis of reported issues</p></li><li><p>Conducting validation calls and following up with installers</p></li><li><p>Processing Return Authorization (RA) tickets</p></li><li><p>Following escalation procedures and adhering to support policies</p></li><li><p>Communicating effectively with customers across various channels</p></li></ul> <p><strong>Desired Skills and Experience:</strong></p><ul><li><p>Fluent in <strong>Dutch, French, English</strong>, with the ability to communicate clearly and professionally in both spoken and written form</p></li><li><p>Comfortable working in an <strong>IT and software-driven environment</strong></p></li><li><p>Strong <strong>organizational skills</strong>, with a proactive and reliable attitude</p></li><li><p>Eagerness to <strong>learn new products and procedures</strong></p></li><li><p>Previous experience in a <strong>customer support center</strong> is a plus</p></li></ul>