Global Support Analyst

About the role

As a Global Support Analyst, you will be the go-to person for our internal clients, including resources, suppliers, and client managers, addressing their inquiries via phone, chat, and email. Your role is crucial in enhancing our service quality and client satisfaction. This is a fantastic career opportunity for someone who values growth, advancement, and delivering high-quality work. You will be responsible for providing end-user support for our proprietary applications and systems.

What you will do

• Provide support to internal and external users through phone and chat
• Create, update, and follow through on tickets until resolution
• Meet SLAs and individual metrics, ensuring high customer satisfaction and quality standards
• Offer recommendations to streamline business processes and improve efficiency
• Mentor and train new global support agents
• Act with urgency and escalate system outages to Global Support Management
• Maintain confidentiality and adhere to work processing procedures
• Stick to schedules in a live environment

What you will need

• At least 1 year of experience in a helpdesk call center
• Excellent communication skills in both Dutch and English (written and verbal)
• Strong customer service and user-facing skills
• High level of professionalism and a strong work ethic
• Good problem-solving, troubleshooting, and analytical abilities
• Proficiency in MS Office