Technical Support

Some reasons why our team loves working at Omicron:

• We build cutting-edge technology that is literally changing how the world consumes online content.
• We get to collaborate with really smart, interesting people every day.
• Omicron rewards its team with really fun company events.
  
  

JOB SUMMARY:

We are seeking a full-time Customer / Technical Support employee who is customer-focused, motivated to learn, and is currently (or willing to be) trained in social media engagement. The environment in our Customer / Technical Support Center is casual, fun, and fast-paced.

As the ideal candidate, you will have prior experience in a customer / technical support help desk environment and be able to clearly explain advanced technical issues to customers in a friendly, clear, and concise manner. In this role you will need to reference resources within and outside of the company.

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.
  
  

EXPERIENCE:

• 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.
  
  

REQUIRED PERSONAL SKILLS:

• Fluent in both Dutch and English (written and verbal).
• 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.
  
  

OTHER:

• 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.
  
  

This Job Description Is Not Intended To Be All-inclusive.

Omicron Media, Inc. is an Equal Opportunity Employer. EOE/AA M/F/D/V

If you are interested in this position with Omicron Media, Inc., please apply by visiting our website at https://omicronmedia.com/work-here/job-listings/

If your experience and qualifications match our current needs, a member of our Recruitment team will contact you. We look forward to hearing from you!

OMI321