Technical Support

Summary

Join Omicron's team and contribute to cutting-edge technology shaping online content consumption. We seek a full-time, client-focused freelancer for customer and technical support, offering remote or on-site options in Haarlem, Netherlands. The ideal candidate possesses prior customer and technical support experience, effectively resolving advanced issues. Strong communication skills in Dutch and English are essential, along with a proactive approach to problem-solving and a commitment to delivering exceptional service. The team environment is informal and friendly.

Requirements

• Detect and resolve technical issues
• Possess customer service experience in various support roles
• Have extensive computer experience with Windows-based systems and software
• Be proficient in using social media platforms and their associated tools
• Speak and write fluently in both Dutch and English
• Be customer-focused, working diligently to ensure customer satisfaction
• Possess the ability and willingness to adapt to change and resolve conflicts
• Take initiative with excellent deductive reasoning and problem-solving skills
• Demonstrate excellent interpersonal/communication skills, both written and verbal
• Be organized with good time management and attention to detail
• Have the ability to work both independently and as part of a team
• Have the ability to accurately prioritize and execute tasks, and make decisions within established guidelines and policies
• Show dedication and commitment to providing continuous service for the advancement of technology
• Be willing to provide user-friendly, high-quality A+ service on public communication channels

Responsibilities

• Provide support for customer accounts, usenet, VPN, payments, and software via tickets and live chat, in both Dutch and English
• Deliver customer and technical support by answering questions and resolving issues, maintaining a high level of professionalism and efficiency
• Escalate issues within defined timeframes to colleagues to ensure quick resolutions and customer satisfaction
• Communicate effectively with customers of varying levels and provide customer support
• Troubleshoot problems and proactively identify potential issues, offering recommendations for solutions

Preferred Qualifications

• Be willing to work on holidays and be flexible, including weekend and night shifts
• Be willing to take over shifts when others are unavailable