Req ID#: 414155

UK Wide, Work at Home, UK, GB

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Job Description:
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Basic Salary: £26,130.00 per annum, paid monthly

Working Hours: Monday to Friday, 08:00 to 17:00

Contract Type: Permanent, full-time (37.5 hours per week)

Location: Work from Home, UK-based only

Training: 2 weeks between Monday to Friday, 08:00 to 17:00 (fully paid)

Start Date: ASAP

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Are you customer-obsessed and ready to take the next step to grow your career? Foundever® is looking for a Dutch-Speaking Technical Support Representative to join our team, working on behalf of our technology Client!

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Technical Support Representative with Foundever®, you’ll deliver first-line technical support and customer care to a wide range of our technology client’s customers in English and Dutch. Using telephone and email, you’ll be the face of our Client, offering a warm, professional and accurate experience, aiming to analyse, diagnose, and resolve software issues. You will also support with all aspects of purchasing and product queries.

The aim of your role will be to help end users by providing direct support in all aspects of Windows-and-Mac-based business and consumer software. You will field a mix of both technical and non-technical customer care calls in a multilingual environment, using your Dutch and English language skills to do this.

Primary responsibilities:
Become the subject matter expert to ensure successful customer onboarding.
Identify customer needs and guide their journey by connecting them to their online Database, Community, User Groups and external Professional Services companies.
Direct customers to the right platform to solve their problems.
End-to-end account ownership including escalation and resolution of customer needs.
Develop long-lasting business relationships with new customers.
Be part of an effective feedback loop to the company on customer concerns.
Ability to quickly create written summaries of customer interactions.
Undertake discovery and education activities to identify expansion.
Identify process and product improvements.
Deliver and exceed on all performance targets.
Liaising with end users in both English and Dutch (written and spoken).

What skills and experience will I need to succeed?

You could be a great fit for this role if you have:
Excellent communication skills (verbal and written) to a fluent standard of English and Dutch, with an ability to personalise communications.
Previous technical support experience is essential, including troubleshooting basic hardware and software issues, familiarity with ticketing systems, and Windows and macOS operating systems.
A qualification/certification/accreditation in IT or a related technical subject is strongly advantageous.
Strong case management and administrative skills with the ability to prioritise tasks.
Experience with database software, Salesforce, and Microsoft Office would be advantageous.
Minimum typing speed of 20 words-per-minute (WPM) on a computer keyboard.
Ability to remain calm in challenging situations, work on your own initiative, and under pressure to achieve deadlines.
Ability to work flexibility as part of a wider team, seeing the bigger picture and recognising its impact on the customer experience.
Strong attention to detail and accuracy is needed at every aspect of the customer journey.
Work from home requirements

This role is only offered on a Work from Home basis, however electronic equipment is provided by us. To be eligible to work from home, you must meet the below requirements:

You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported).
You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. This cannot be in a shared space, nor can any other devices be present during working hours (including smart listening devices in the room, such as mobile phones, or any voice command tech). You must also not use any pen/paper or any writing materials. No other people, such as dependants can be in the same room during working hours.
Your desk must be large enough to hold two screens/monitors side-by-side.

Who is Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®

At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from YOU!

Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

How to apply:
Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

If your application is shortlisted, you can look forward to experiencing the following journey with us:

Intro Call: Meet with our in-house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have!
Online Assessment: Complete our quick and simple online assessment, designed to test your Dutch abilities, problem-solving abilities and how you may approach some real-world customer scenarios.
Interview and Tech Skills Assessment: Attend a competency-based interview and technical skills assessment with our Hiring Team via video call.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognize and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at UKjobs@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever® and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.

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