We are looking for a Service Desk Agent for a company in Vilvoorde that manages devices where users can deposit or receive car keys for rental cars.
As a service desk employee, you provide telephone support to:
- End-users who are having issues using the devices and require immediate assistance.
- Operators of the devices, such as car dealers, rental car locations, or public spaces where these devices are located.
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Technicians who need information or support during installations and repairs, or when testing and validating newly installed devices is necessary.
Communication is mainly inbound, but in case of escalation or additional support, contact must be made with third-line support.
The calls are logged, and the subsequent actions are recorded in the ERP system.
You provide first-line support:
- Handling customer and user support calls (B2B/B2C)
- Tracking ticket resolution You provide technical support to field engineers during installation and repair activities. You coordinate and oversee onsite interventions and installations with partners against deadlines (SLA). You are responsible for the logistical handling with back-office tracking of items and spare parts. You ensure proactive support, alarm processing, and monitoring of the devices in operational environments.
Profiel
- You have a very good command of English, French, and German (both spoken and written) and can easily switch between different languages.
- You hold a secondary education diploma of the third degree. A diploma in communication, office management, and/or a technological field is an asset.
- You are familiar with planning processes.
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You are familiar with call center processes.
- You have experience with call center communication practices towards companies and customers.
- You have an affinity for technology.
- You are capable of approaching incidents in a solution-oriented manner.
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You are willing to work in shifts, including weekends.
Aanbod
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You work in a new but growing team.
- You work in various shifts, both during the workweek and on weekends, on Saturdays and Sundays. The service operates 24/7 according to the team schedule, and the working hours vary between day and night shifts.
- Weekend and night work can be done from home (remote work) – in consultation with the supervisor, you work during the week in our building in Vilvoorde or from home (remote work).
- You have the opportunity to grow individually, acquire new skills, and enable the team to expand its capabilities in the short term.
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You will have an open window to the rest of the world, as you will be in contact with people worldwide via phone, video call, WhatsApp...
An attractive salary is offered, supplemented with meal vouchers and eco vouchers. With a permanent contract, a group and hospitalization insurance is also included.
Permanent position option!
Do you have any questions? Contact us at 02 254 85 10 or vilvoorde.131@adecco.be.