Dutch Speaking L2 Customer Support Representative - Hopkins, United States - Unisys Corporation

Unisys Corporation Hopkins, United States

2 weeks ago

Regular, Full time

Description

JOB DESCRIPTION

We Believe in Better

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us

Learn more about Unisys and our key solution offerings: , , ,

What success looks like in this role:

Now is the right time to start your service desk career with Unisys Here is a glimpse of your daily tasks:

2nd Level telephone contact support

Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
* Accurately document calls and cases
* Keep customer aware of resolution steps - if ticket needs to be dispatched

Understanding of SLA requirements for the client & Aware of customer's time restraints and work within those time limits,
* Escalate tickets as needed if on-site support is required
* Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked)
* Identify process efficiencies within the Service Centre and to take corrective action to implement change
* Discover and document process and procedures which need to be published to the team or on the Knowledgebase
* Provide 1 knowledge script per week on commonly seen tickets

Coach and mentor L1 agents

Provide regular trainings to L1 agents

Prepare and attend client resolver calls with SD leads

You will be successful in this role if you have:

Native/close to native language skills in Dutch (support language)

Fluent English language skills

Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level
* At least 1 year previous IT Service Desk experience for MS Office, MS Exchange and MS windows networks or ongoing studies in Computer Science or related fields
* Working knowledge of data and voice network concepts

Preferred:
* ITIL Foundations Certification
* Microsoft Desktop Administration certification
* Analytical and diagnostic skills

Unisys Customer Service Team is for you, if you would like to:

experience real customer and employee diversity
be a trusted team member and have a supportive supervisor
work in an ethical company culture where you can be yourself
be part of our internal career development programs -we are working with a very large number of technologies, which gives you continuous opportunities to find your own path
have unlimited access to our online training tool to improve your soft skills and technical capabilities
enjoy ever-growing Happy Workplace initiatives are a competitive salary and benefits package, which includes:
Base salary
Fixed extra language allowance
Monthly benefits (cafeteria) package
Additional shift bonuses

The safety of our associates is paramount and guidelines on safety measures are being implemented at all locations. To ensure that we minimize the risk for Covid-19 infection, the preferred way of working continues to be from home, where possible.

Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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