Remote Technical Support

Summary

Join Omicron Media, Inc. as a full-time Customer / Technical Support employee and be part of a fun, fast-paced environment where you can collaborate with smart people and work on cutting-edge technology.

Requirements

• Prior customer service experience in a technical support role, demonstrating the ability to assist customers with issues and resolve complex problems
• Proficiency in technical troubleshooting and problem-solving, showcasing the capability to convey technical issues to various customer levels and resolve them effectively
• Extensive experience with Windows-based systems and software
• Familiarity with using social media platforms and associated tools, highlighting the ability to engage with customers through these channels and provide support
• Fluent in both Dutch and English (written and verbal)
• Customer-focused, working hard to assist customers to their satisfaction
• Ability and willingness to adapt, resolve conflict, and take on additional roles as changes occur
• Take initiative with excellent deductive reasoning and problem-solving skills
• Excellent interpersonal/communication skills, both written and verbal
• Organized with great time management and attention to detail
• An ability to work both independently and as part of a team
• An ability to prioritize and complete tasks accurately and make decisions within established guidelines and policies
• Dedication and commitment to providing continuous service for the advancement of technology
• Willing to provide quality, A+ service on public communication channels in a user-friendly manner

Responsibilities

• Provide billing, account, Usenet, VPN, and software support through tickets, phone, and live chat to ensure comprehensive assistance to customers in both Dutch and English
• Deliver customer and technical support, maintaining a high standard of professionalism and efficiency in addressing customer inquiries and issues
• Escalate complex issues within committed time frames to ensure swift resolution and customer satisfaction
• Communicate effectively and follow up with customers of varying levels to provide continuous support and ensure their needs are met
• Proactively identify potential problems, troubleshoot issues, and make recommendations regarding solutions to enhance customer experience and prevent future challenges

Benefits

• Must be able to work some holidays and have a flexible schedule, including weekends and night shifts
• Must be able to cover shifts when others are unavailable