Service Center Expert (m/f/d) at Telio Group

Amsterdam, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Troubleshooting, Incident Management, SLA Management, First Contact Resolution, Root Cause Analysis, Jira, Microsoft Office, Dutch Fluency, English Fluency, Task Management, Communication Skills

Industry

Information Technology & Services

Description

Your mission Do you like to have an impact on customer experience? Are you the ‘spider in the web’ who connects services and processes with clients? Is the answer yes and yes? Then this opportunity is for you. As a service center expert you will be part of the international service center of Telio Group. Based in our beautiful Amsterdam offices, in a relaxed atmosphere you will work closely with other colleagues from the service team, the Country Manager Netherlands and the rest of the supportive international Telio team. What does that mean exactly? Our face to the customer: you will answer requests and questions by e-mail, telephone and our Service portal and advise our users on appropriate actions Problem solver: you will solve minor technical issues or escalate them to our second level Technical Services and IT Validate, classify, prioritize: continuous incident communication till the resolution Everything on track: you keep the service level agreement (SLA) and achieve a high first contact resolution (FCR). You create, develop and communicate reports, such as root cause analysis and follow standard service center procedures, and keep track of tickets in JIRA Our expert: you will get a comprehensive understanding of our products and enhance the Service Center knowledge base New ideas welcome: you identify operational and service improvements to further improve our customer experience There for our customers: shift work during weekdays, on-call duty for off-hours and weekends, willingness to do client site visits from time to time Your profile Professional, emphatic and fun person to work with! Extensive service center experience, ideally in the field of telecommunication and/or IT Excellent communication skills (spoken and written) Fluent Dutch and English is a must (upper intermediate B2) Good task management & work organization, ability to work independently Confident mastery of Microsoft Office products, working with Jira (or another ticketing system is an advance) Living in or not too far from Amsterdam. Partly working from home is possible Why us? We offer you a stable yet very diverse working environment with an outstanding team spirit and atmosphere. If you love working in a very diverse and technical environment, at a great location in Amsterdam, within an awesome international team, this is the job for you! Next to these amazing perks we offer: An attractive salary package: we honour your performance appropriately Enough time to relax: 26+ vacation days A high level of autonomy It will never get boring: professional challenges, exciting, diverse tasks Opportunity to grow: continuous professional development and training with career growth opportunities Office + home work: mix between working in our beautiful Amsterdam office + home office days The greatest colleagues: relaxed atmosphere, steady, supportive international team Interested in joining our team? If so, we look forward to receiving your application. About us Telio is a medium-sized, internationally active, rapidly growing company in the field of telecommunications and IT services in the prison sector. As the European market leader, we have been providing communications solutions for prisons and their inmates worldwide for over 25 years. With more than 270 employees, we are active in 23 countries and develop, install and operate communication and media systems that make an important contribution to resocialization in prisons as well as in correctional facilities.

Responsibilities

Act as the primary point of contact for customers by handling requests via email, phone, and portal while solving minor technical issues. Responsible for incident classification, SLA maintenance, and contributing to the service center knowledge base.