As a service center expert you will be part of the international service center of Telio Group. Based in our beautiful Amsterdam offices, in a relaxed atmosphere you will work closely with other colleagues from the service team, the Country Manager Netherlands and the rest of the supportive international Telio team.
What does that mean exactly?
- Our face to the customer: you will answer requests and questions by e-mail, telephone and our Service portal and advise our users on appropriate actions
- Problem solver: you will solve minor technical issues or escalate them to our second level Technical Services and IT
- Validate, classify, prioritize: continuous incident communication till the resolution
- Everything on track: you keep the service level agreement (SLA) and achieve a high first contact resolution (FCR). You create, develop and communicate reports, such as root cause analysis and follow standard service center procedures, and keep track of tickets in JIRA
- Our expert: you will get a comprehensive understanding of our products and enhance the Service Center knowledge base
- New ideas welcome: you identify operational and service improvements to further improve our customer experience
- There for our customers: shift work during weekdays, on-call duty for off-hours and weekends, willingness to do client site visits from time to time