Role Description Are you customer-obsessed and ready to take the next step to grow your career? Foundever® is looking for a Dutch-Speaking Technical Support Representative to join our team, working on behalf of our technology Client! Please note that we are unfortunately not able to offer sponsorship for this role. As a Technical Support Representative with Foundever®, you’ll deliver first-line technical support and customer care to a wide range of our technology client’s customers in English and Dutch. Using telephone and email, you’ll be the face of our Client, offering a warm, professional and accurate experience, aiming to analyse, diagnose, and resolve software issues. You will also support with all aspects of purchasing and product queries. The aim of your role will be to help end users by providing direct support in all aspects of Windows-and-Mac-based business and consumer software. You will field a mix of both technical and non-technical customer care calls in a multilingual environment, using your Dutch and English language skills to do this. Primary responsibilities: - Become the subject matter expert to ensure successful customer onboarding. - Identify customer needs and guide their journey by connecting them to their online Database, Community, User Groups and external Professional Services companies. - Direct customers to the right platform to solve their problems. - End-to-end account ownership including escalation and resolution of customer needs. - Develop long-lasting business relationships with new customers. - Be part of an effective feedback loop to the company on customer concerns. - Ability to quickly create written summaries of customer interactions. - Undertake discovery and education activities to identify expansion. - Identify process and product improvements. - Deliver and exceed on all performance targets. - Liaising with end users in both English and Dutch (written and spoken). Qualifications - Excellent communication skills (verbal and written) to a fluent standard of English and Dutch, with an ability to personalise communications. - Previous technical support experience is essential, including troubleshooting basic hardware and software issues, familiarity with ticketing systems, and Windows and macOS operating systems. - A qualification/certification/accreditation in IT or a related technical subject is strongly advantageous. - Strong case management and administrative skills with the ability to prioritise tasks. - Experience with database software, Salesforce, and Microsoft Office would be advantageous. - Minimum typing speed of 20 words-per-minute (WPM) on a computer keyboard. - Ability to remain calm in challenging situations, work on your own initiative, and under pressure to achieve deadlines. - Ability to work flexibly as part of a wider team, seeing the bigger picture and recognising its impact on the customer experience. - Strong attention to detail and accuracy is needed at every aspect of the customer journey. Requirements - This role is only offered on a Work from Home basis, however electronic equipment is provided by us. - You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported). - You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. - Your desk must be large enough to hold two screens/monitors side-by-side. How to apply Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch… If your application is shortlisted, you can look forward to experiencing the following journey with us: - Intro Call: Meet with our in-house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience. - Online Assessment: Complete our quick and simple online assessment, designed to test your Dutch abilities, problem-solving abilities and how you may approach some real-world customer scenarios. - Interview and Tech Skills Assessment: Attend a competency-based interview and technical skills assessment with our Hiring Team via video call. Equal Opportunity Employer Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work.