Technical Support

Summary

Join Omicron Media, Inc. as a full-time Customer/Technical Support employee! This fast-paced, fun environment requires prior customer/technical support experience and the ability to explain complex technical issues clearly. You will provide support via tickets, phone, and live chat in both Dutch and English. The ideal candidate is customer-focused, adaptable, and possesses excellent communication and problem-solving skills. This role demands proficiency in technical troubleshooting, Windows-based systems, and social media engagement. Omicron offers a casual and collaborative work environment.

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
• 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
• 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

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

Really fun company events