1st Line Customer Support Agent

As a 1st Line Customer Support Agent, you are the fi rst contact towards customers via phone and / or mail created tickets.
The job is to provide technical support and customer service to customers using the Trimble Transportation products and services.
First line will always be correct upwards customers and is aiming to fi nd a correct solution. You handle customer inquiries on a daily basis and provide support on installations and validations of our products.
This support is time-sensitive and the aim is to rectify a problem promptly for the customer and/or to escalate when necessary.

Your key responsibilities are:

• handling support calls via triage, ensuring no calls are rejected
• managing support tickets in assigned language queue(s) (FIFO)
• performing initial analysis of reported issues
• conducting validation calls and follow up with installers
• handling Return Authorizations (RA) tickets
• adhering to escalation and support policies
• communicating eff ectively with customers through various channels

Wat wij van jou vragen:

Desired skills and experience:

• fluent German, profi cient English and the ability to use them in verbal and written formal communication
• comfortable in an IT and software environment
• high level of organizational skills, pro-activity, and reliability
• willingness to learn new products and procedures
• prior experience working in customer support centers is a plus

Wat wij jou bieden:

• An exciting, technical position with an international company in Ypres.
• Competitive salary based on your experience
• 39 hours per week
• Meal vouchers
• Eco cheques
• Home working allowance
• Internet allowance
• Annual leave of 27 days - 20 leave days + 6 make-up days + 1 extra leave day as ‘Day of Service’ (or as you wish to use it)

Would you like to become the new support assistant,
Apply immediately and Amber/Glenn will contact you as soon as possible! 

057409040 or actief.ieper@actief.be