Requirements description

• Fluent in both Dutch and English – minimum C1 level in speaking and writing

• Experienced in IT Helpdesk/Service Desk support, with a solid understanding of ticketing tools (ideally ITSM platforms) is nice to have

• Excellent troubleshooting and analytical skills, with a customer-focused mindset.

• Ability to stay calm under pressure and handle challenging customer interactions with professionalism.

• Strong soft skills: empathy, active listening, and de-escalation techniques are essential.

• Willingness to work in a dynamic, multilingual, and collaborative team environment.

Offer description

• Receive and register service requests from users (mainly via phone and email).
• Provide first-line support, troubleshooting issues using your knowledge of business applications, internal resources, and team collaboration.
• Escalate incidents to the appropriate support groups when needed.
• Monitor and follow up on open incidents to ensure timely resolution and user satisfaction.
• Maintain regular communication with end-users, keeping them informed on ticket progress.
• Deliver support to users in Sweden, Finland, Norway, and Denmark.
• Solve issues related to dealer and workshop applications (business knowledge provided during onboarding).
• Work according to established ITIL-based support processes and best practices.
• Be an active member of a global support organization and contribute to continuous improvement initiatives.