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Dutch Technical Support Representative

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Kyndryl

20d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Johannesburg
  • Quick Apply

AI generated summary

  • You must be fluent in Dutch and English, have Helpdesk experience, troubleshooting skills, and knowledge of operating systems. Flexibility, teamwork, and ITIL certification are a plus.
  • You will provide high-quality IT support, troubleshoot issues, manage tickets, promote self-service, gather feedback, collaborate with the team, and continuously improve customer experience.

Requirements

  • Excellent Dutch language skills (verbal, written & reading)
  • Strong command of English language (verbal, written & reading)
  • Knowledge of Windows, Mac, or Linux operating systems
  • Previous Helpdesk Support / Customer Care experience
  • Troubleshooting and problem-solving skills
  • Customer support knowledge
  • Active listener with flexibility to modify approach and adapt to customer needs
  • Ability to handle difficult conversations effectively, strong interpersonal skills and teamwork orientated.
  • Strong typing speed skills > 30 wpm
  • Flexible and able to work shifts as well as South African Public Holidays (where applicable)
  • Continuous improvement mindset and striving to enhance support.
  • ITIL Certification advantageous
  • Previous Agile way of working practical experience
  • ServiceNow experience / knowledge

Responsibilities

  • Provide consistent high-quality service to customers by researching and answering IT questions, identifying problems, troubleshooting and guiding customers through the required steps
  • Understand the quality, XLA and SLA of live chat, telephony and Helpdesk e-tickets and strives at all times to provide excellent performance meeting the established performance criteria
  • Take ownership of and resolve incoming contacts to the best of their ability and where not possible to achieve first contact resolution, ensures the ticket is forwarded with accurate details to the correct DevOps or resolving party team
  • Actively promote self-services and where required guides customers through self-services processes and tool
  • Is aware of the Helpdesk XLA performance drivers and aims to further improve the service and customers experience of live chat and ticket support
  • Actively contribute to defining continuous improvements from XLA feedback and supports where applicable implementing improvements within the team
  • Can reach out to customers obtaining their feedback regarding the experience of the Helpdesk service and listen effectively to this feedback
  • Adopt strategies communicated by the SO designed to increase the Helpdesk XLA’s and KPI’s
  • Adhere to operational processes and (compliance) procedures
  • Manage their time meeting expected SLA’s and KPI’s on chats and tickets pick up and also ensuring that AUX/availability work codes are used accurately
  • Timely calling out of outages and dependencies of tools, features and processes used by AHD impacting support to customers
  • Complete refresher and new training modules on time before the communicated deadlines
  • Share best practices in team, to share knowledge and experience with team members and learn from each other
  • Excellent communication with team members and SO
  • Be open and receptive for guidance of the SO in relation to performance and work responsibilities
  • Actively engage in team meetings and in one on one’s
  • Give input from AHD perspective for changes/projects and shares ideas, suggestions, concerns and issues
  • Raise requirements for AHD to deliver even better support, which will go to the back log of other teams
  • Ask for feedback and give feedback
  • Act in an agile way with an agile mindset
  • Can be interviewing next team members with SO
  • Actively contribute in dailies, retro’s, OKR sessions, moon shot and product vision board reviews
  • Use the Azure board / Jira Align
  • Seek collaboration with fellow MITC’s and take responsibility in managing Helpdesk channels and queues
  • Take responsibility in pulling and aligning on shifts distribution and coverage while taking holidays and calamities
  • Picking up active/open tickets in Helpdesk queue in time, ensuring tickets are pulled, handled and resolved within ticket SLA
  • Give input for team objectives and key results, rolling up to the area’s moonshot, aiming to further improve the service and customers experience of live chat and ticket support
  • Take responsibility in developing own skills and therewith increasing skills levels via Helpdesk Active Learning, Roadmap, and other training
  • Operate with the agile way of working - with collaborative behaviour and a flexible and change or agile mindset
  • Be open and approachable, receptive to feedback and avoid defensiveness. Be vulnerable not afraid to tell if you are wrong or change your opinion
  • Communicate clearly and have a dialogue, not afraid to also hold your fellow team member accountable for a team’s performance metrics
  • Passionate about delivering WOW support and achieve great experiences for customers
  • Enthusiastic to share first hand experiences with customers to other team to further drive improvements for customers

FAQs

What language skills are required for this position?

Fluency in Dutch (both written and verbal) is mandatory, along with a strong command of the English language.

What are the primary responsibilities of a Dutch Technical Support Representative?

The primary responsibilities include providing high-quality service by researching IT questions, troubleshooting issues, guiding customers through the necessary steps, and ensuring excellent performance in live chat, telephony, and Helpdesk e-tickets.

What kind of experience is preferred for this role?

Previous Helpdesk Support or Customer Care experience is preferred, along with ITIL Certification and practical experience with Agile methodologies.

Is customer service experience a requirement for this position?

Yes, previous customer service experience is necessary as the role emphasizes delivering excellent support and creating positive customer experiences.

What tools or systems should applicants be familiar with?

Familiarity with Windows, Mac, or Linux operating systems, as well as experience with ServiceNow and knowledge of incident/call management, live chat, or Agile project management tools (like Azure or Jira Align) is beneficial.

What qualities are essential for successfully performing in this role?

Essential qualities include being customer-centric, an excellent communicator, having strong problem-solving skills, being a team player, and possessing a continuous improvement mindset.

Are there opportunities for advancement within the company?

Yes, there are "start here, go anywhere" opportunities where individuals can advance to higher escalation teams or pursue further education and certifications.

What is the work schedule for this position?

The position requires flexibility to work shifts, including South African Public Holidays, as applicable.

How does the company promote a diverse work environment?

Kyndryl emphasizes diversity through its Inclusion Networks and actively promotes a workplace where individuals can bring their whole selves to work while supporting equitable culture.

Will I receive training and development opportunities in this role?

Yes, the company offers access to incredible learning opportunities and various training modules to build your skills for the future.

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

Consulting
Industry
10,001+
Employees
2021
Founded Year

Mission & Purpose

We have the world’s best talent that design, run, and manage the most advanced and reliable technology infrastructure each day. Together, we think holistically about the health of these vital technology ecosystems. We are a focused, independent company that builds on our foundation of excellence by creating systems in new ways. Bringing in the right partners, investing in our business, and working side-by-side with our customers to unlock potential. We're raising the bar. Our experience speaks for itself: We have 90,000 highly skilled employees around the world serving 75 of the Fortune 100. But our purpose is what drives us: Advancing the vital systems that power human progress. Because when a digital ecosystem is healthy, it can more readily adapt and support continuous growth and that opens up a world of possibility for everyone. Together, we are the heart of progress.