Technical Support Coordinator
Telenet
Leuven, Belgium
5 dagen geleden

Can the front office not come up with the answer to technical questions? That’s when you come to the rescue. You solve complex problems, and propose improvements to processes, products and systems.

TBO ("Technical Back Office") deals with complex technical problems that cannot be solved by first-line contact. These questions are mostly network and / or IT related issues.

You, our future Technical Support Coordinator, will support both the various departments that are in direct contact with the customer and the customer directly.

You will support the contact centers, the retail organization and our technicians for both Telenet and Base brand. You will learn and support every support process and will be involved in every testing of new products and features.

A challenging position, every day you will learn new things and discover improvements.

The customer is always in the center of every action you will take.

Position

  • You keep our customers informed about the progress of their incidents and issues.
  • You provide telephone support for your first-line colleagues, so that they can solve problems about the Telenet and Base products as effectively as possible during the first contact (consult calls), you take over the call when needed (warm transfer).
  • You will handle tickets created by both our customer facing departments and our network and IT teams.
  • You ensure the solution of complex problems (possibly with the help of a third party - IT or engineering).
  • Using your experience in investigating / solving recurring problems, you make proposals for process, product, or system improvements.
  • Profile

  • You have a customer and solution-oriented attitude
  • You are an experienced Contact Center Employee, preferably in a technical department or have a comparable experience
  • You have a thorough knowledge of MS Office
  • You are technically skilled and have an affinity with the Telecom products (mobile, DTV, Internet, etc.)
  • You are communicative and punctual
  • You like to work in a fast changing environment and have a flexible mindset
  • You are prepared to carry out shift work. Between 8 and 21 : 00 and sometimes on Saturday.
  • You speak Dutch and French.
  • Are you motivated to help create an Amazing Customer Experience? Apply Now!

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