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Some reasons why our team loves working at Omicron:
- We build cutting-edge technology that is literally changing how the world consumes online content.
- We get to collaborate with really smart, interesting people every day.
- 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:
- 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!
