Technical Support

Some reasons why our team loves working at Omicron:

1. We build cutting-edge technology that is literally changing how the world consumes online content.
2. We get to collaborate with really smart, interesting people every day.
3. 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