Contribution to the organization

Application deadline: 5/25/2021

As a First Line Support Employee, you are the first point of contact for customers who use our software systems. You are able to listen and ask questions to find out the real problem of the customer, then you solve any problems and advise the customer on how to use our systems. If you can’t solve the problem yourself, you make sure that the 2nd line support colleagues have enough information to solve the problem.

 

Tasks & Responsibilities

· Assisting customers by telephone

· Making an initial analysis of the problem

· Resolving the problem over the phone when possible

· Creating tickets for 2nd line colleagues

 

Supporting

· Development team

 

KPIs

· percentage of calls recorded

· percentage of calls handled

· percentage of 2nd line tickets created

 

Place in the Organization

Internal relations: Development, product owners

External relations: Customers and end users

Supervisor: Teamlead helpdesk

Direct reports: None

Replacement: Colleagues helpdesk

Expected start date:June 1st, 2021

The Ideal Candidate

Traits and Competencies

· Good communication skills and a customer-oriented mindset

· Good command of the Dutch and English languages

· Analytical and able to ask questions in order to diagnose customer problems

 

Knowledge and skills

· MBO (Management by Objectives mindset) and professionalism

· Proven technical understanding or technical education

· Knowledge of the agricultural sector is a plus

Language:  Dutch and English (required)

Experience: Helpdesk, 1 year (Preferred)

Location: Temporarily Remote Due to Covid. Eventually, Nijmegen

Compensation

Salary

Competitive salary

Contract duration: 12 Months

Growth Opportunities

FarmTrace is an ambitious, growing organization. With this growth will come a larger, more international range of tasks and more responsibility.