**Job title:** Client Support Representative
The Client Support Representative is the first point of contact for all Evolve IP Clients and Partners. He will assist Evolve IP Clients with a variety of different questions, concerns, and problems in an efficient and timely manner, in line with our Service Level Agreement. The Client Support Representative will do so by taking ownership of Clients’ needs and concerns post-implementation, ensuring Client Satisfaction and retention. One of the core duties of the Client Support Representative involves troubleshooting problems and solving those himself or escalating them to the Evolve IP second line or to the Vendor.
- Reports to the EU Manager Client Operations
- Is part of the EU Client Operations Team (Client Support & Service Delivery)
TASKS & RESPONSIBILITIES:
- Work as the front-line in the Support Desk to address the needs of our Clients
- Responsible for a specific set of Clients (Customer Ownership)
- Registration of all Client interaction
- Develop the skills necessary to troubleshoot a wide range of products/scenarios
- Troubleshoot issues using standard methods of procedure as a guideline (MoP’s)
- Work with the Support team to resolve tickets and to correlate related tickets and issues
- Learn all internal and proprietary software, tools, and portals
- Address Client concerns and coordinate the technical functional areas to facilitate resolution
- Escalate tickets to the second line (Product Management, Service Delivery, R&D, ICT, and/or Vendors) while maintaining full responsibility for these tickets
- Timely internal escalation of P1 tickets, including (potential) security incidents & data breaches
- Provide Client-centered support on and off the phone to include email communication, inbound and outbound calls, portal, and working our internal tickets
- Communicate any updates or questions to our clients in a professional manner
- Promote our self-service portals and provide instructions to Clients
- Maintain, update, and improve the Methods of Procedure (MOP’s)
- Documentation of all changes in service specifications (“dienstspecs”)
- Participate in the on-call rotation
- Comply with IS rules and procedures
- Point out IS incidents
COMPETENCES:
- Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
- Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service: Manages difficult or emotional client situations; Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance.
- Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification when needed; Responds well to questions; Participates in meetings.
- Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Judgement: Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision making process; Makes timely decisions; Able to work independently.
- Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other Associates and their tasks; Develops realistic action plans.
- Quantity: Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.
- Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks in time or notifies appropriate person with an alternate plan.
- Team player: Listens and responds constructively to other team members’ ideas; Offers support for others’ ideas and proposals; Is open with other team members about his/her concerns; Expresses disagreement constructively; Gives honest and constructive feedback to other team members; Works for solutions that all team members can support; Seeks opportunities to work on teams as a means to develop experience and knowledge; Provides assistance, information, or other support to others, to build or maintain relationships with them.
KNOWLEDGE & SKILLS:
- Bachelor’s degree
- 2 to 3 years of experience in Customer Care is a plus, preferably in the field of Networking or Communication Software
- General understanding of software and Cloud Services
- High level EQ (Emotional Intelligence)
- Strong interpersonal, written, and oral communication skills, both in English and in Dutch (German is a plus)
- Accurate
- Ability to multi-task
- Strong client service and teamwork skills
- Learning agility: open to acquiring an in-depth understanding of the Evolve IP services & troubleshooting tools
- Some knowledge of ISO27001
- IS rules and IS procedures within EvolveIP
- Accuracy
- Integrity
KEY PERFORMANCE INDICATORS (KPI’S):
- Tickets
- Tickets per Client
- Mean time to Repair (MTTR)
- Escalations
- ACD KPI’s (SLA, Average Handle Time (AHT), Average Speed of Answer (ASA))
- First call resolutions (FCR)
- Same day resolutions (SDR)
- Quality Assurance
- Calls
- E-mails
- Portal
- Service specs of Clients up-to-date
- Overall Client Satisfaction Score
- Client Satisfaction on Support activities
- Client Ownership number of pro-active Client contacts
- Evolve IQ: Passed for all assignments before due date
- Evolve IQ: Knowledge transfer via creating training material before due date
INDICATION OF SALARY:
- Between € 2.000,= and € 3.500,= gross salary per month
- Performance-related bonus of max. 1 gross monthly salary, based on KPI’S
