Bilingual Technical Support Specialist (Dutch/French) | Remote EU
Our client, an industry-leading provider of innovative software solutions that drive business efficiency across Europe, is seeking a dedicated Bilingual Technical Support Specialist to join their expanding technical team. This permanent, remote position requires Dutch and/or French fluency combined with robust technical troubleshooting capabilities to deliver exceptional first-level support across diverse technology platforms.
Key Responsibilities
- Deliver comprehensive first-level technical support for a diverse ecosystem of hardware, software, SaaS platforms, and mobile solutions across Windows 11, macOS Ventura/Sonoma, and Linux environments.
- Assume complete ownership of customer issues from initial contact through final resolution, maintaining transparent communication throughout the entire support lifecycle.
- Conduct thorough diagnostic assessments of technical problems, determining optimal solutions or appropriate escalation paths to ensure swift resolution.
- Efficiently manage multiple support tickets concurrently while maintaining exceptional service quality standards and meeting established SLAs.
- Document all customer interactions with meticulous attention to detail within advanced ticket management systems such as Zendesk, ServiceNow, or JIRA Service Desk.
- Demonstrate attentive listening skills to anticipate potential customer needs or problems before they materialize, providing proactive support solutions.
- Cultivate and maintain extensive knowledge of supported products, services, and established troubleshooting methodologies for continuous service improvement.
- Develop, update, and refine knowledge base articles and technical documentation to enhance customer self-service capabilities and reduce ticket volumes.
- Engage collaboratively with second-level support teams when complex issue resolution necessitates escalation, ensuring seamless handover processes.
- Analyze support metrics and trends to identify recurring issues and implement strategic improvement initiatives that enhance overall service delivery.
- Pursue ongoing professional development to strengthen both technical expertise and customer service proficiency in an evolving technology landscape.
Required Skills and Qualifications
- Technical education in Industrial Automation, Automatic Control Systems, Computer Networking, Information Technology, or related technical discipline.
- Practical experience with contemporary remote support tools and ticket management platforms (Zendesk, ServiceNow, JIRA Service Desk, or equivalent systems).
- Superior analytical and troubleshooting capabilities, with proven ability to resolve complex technical challenges efficiently under time constraints.
- Exceptional communication skills with particular talent for translating technical concepts into accessible language for non-technical audiences across various channels.
- Customer-centric mindset with unwavering commitment to service excellence in all interactions, maintaining professionalism even during challenging situations.
- Self-directed work ethic with capacity to function independently in dynamic, fast-paced environments while contributing to team objectives.
- Fundamental understanding of current IT security principles and data protection best practices, including GDPR compliance requirements.
Nice to Have
- Proficiency in additional European languages (German, Spanish, Italian) would be advantageous for supporting our diverse client base.
- Relevant technical certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or industry equivalents.
- Hands-on experience with modern cloud services and SaaS platforms (Microsoft 365, Google Workspace, AWS, Azure) and their administration interfaces.
- Working knowledge of IT service management frameworks (ITIL v4) and implementation of service delivery best practices.
- Practical experience with contemporary CRM systems and specialized customer support software for optimized customer relationship management.
Why Join Our Team
By becoming part of our client's organization, you'll join a forward-thinking team that prioritizes innovation, continuous improvement, and unparalleled customer satisfaction. You'll engage with cutting-edge technologies while developing both your technical capabilities and professional skill set through structured training programs and mentorship opportunities.