Dutch or Swedish Speaking - Service Desk Consultants - Gdansk - Poland

We are seeking fluent Dutch or Swedish-speaking consultants to work remotely as Helpdesk Consultants within the IT field. Training will be provided to develop expertise in the position.

Responsibilities

• Provide first-line technical support and answer support queries via phone, email, chat, and web.
• Maintain a high level of customer service for all support queries and adhere to service management principles.
• Take ownership of user problems and proactively address user issues.
• Log and verify customer details.
• Identify, categorise, and prioritise incidents.
• Create tickets in the ITSM tool.
• Refer to the knowledge base for workarounds or resolutions and attempt resolution.
• Reassign unresolved tickets to L2 or PRGs, where applicable.
• Route and chase tickets with other PRGs.
• Record call trends and proactively identify outages.
• Complete callbacks for customers who cannot be reached and for customer requests.
• Identify call and ticket trends and highlight them to L2 or the team lead for outage confirmation, as applicable.
• Create child tickets and tag them with the problem ticket.
• Call users back and confirm resolution, where applicable.

Requirements

• Fluent Dutch or Swedish.
• Strong interpersonal skills.
• Ability to work effectively both in a dispersed team and independently.