Technical Agent - Customer Experience

The Technical Agent is dedicated to delivering specialized technical support for fixed and mobile services inboth B2B and B2C markets in the Dutch Caribbean.
This role involves managing customer inquiries related totechnical issues through voice and non-voice channels, in Papiamento, Dutch, English, and Spanish, coveringinbound and outbound interactions.
The agent performs in-depth troubleshooting using advanced tools,including ASIA for Wi-Fi, and ensures efficient and accurate solutions to maintain high customer satisfactionlevels.
As a central figure in technical support, the agent works closely with other departments to effectivelyresolve more complex technical cases.
1.
Technical Support:

Handle customer inquiries on technical issues for fixed and mobile services through voice and non-voicechannels, for both inbound and outbound interactions.
Perform comprehensive troubleshooting, including the use of advanced tools like ASIA for Wi-Fi issues,providing immediate solutions where possible.
Assist customers in real-time by diagnosing problems, identifying causes, and offering clear, immediateresolutions during interactions.
Explain technical concepts in a user-friendly manner to ensure customers understand the issues andresolution processes.
Keep customers informed about the status of their technical issues throughout interactions, managingexpectations effectively.
Provide direct solutions to technical problems and offer guidance on handling more complex issues.
Promote the use of self-service tools to empower customers to resolve basic technical issuesindependently.
Update customers on scheduling and adjustments of technical appointments as needed.
2.
Operational Duties:

Record detailed information of the technical cases in the CRM system, ensuring accuracy and clarity forsubsequent users and effective case management.
Schedule and manage technical appointments, including planning and adjusting the times and detailsbased on customer requests and needs.
Execute tasks in line with department plans, procedures, and guidelines to ensure consistent and high-quality technical support delivery.
Review cases to ensure they meet SLAs and productivity targets, addressing any deviations as needed.
Provide daily updates to the Technical Supervisor on executed activities, recurring issues, and relevantorders, highlighting key trends and concerns.
Ensure all technical support tasks are completed within established timeframes for efficient operations.
Provide feedback on recurring issues to help identify areas for process improvement and contribute toenhancing service quality.
Handle and resolve Backoffice cases efficiently, ensuring they are addressed according to establishedprocedures and contributing to overall operational efficiency.
Performs all other duties requested as deemed relevant or necessary to the job or in achieving theorganization's objectives.
3.
Relationship Network:

Engage directly with customers to provide technical support, troubleshoot issues, and resolve problemsacross voice and non-voice channels for both inbound and outbound interactions.
Collaborate with other departments to resolve technical issues and ensure seamless service delivery.
Communicate with the Technical Supervisor to align on performance, objectives, and necessary adjustments.

What You Need
Education / Experience:

MBO degree level 4 in technology/ICT.
Minimum of four years of experience in a telecommunication troubleshooting environment.
Knowledge/Skills:

Strong understanding of networking, customer service, and NOC environments.
Experience with Cisco or Juniper devices and IP switching and routing, with a specific focus on TCP/IPinfrastructures.
Familiarity with using the ASIA tool for Wi-Fi troubleshooting is preferred but not required.
Proficient in troubleshooting across different technologies and ensuring compliance with technicalprocedures.
Abilities:

Independently manage and resolve technical issues.
Proficiently use CRM systems for case management and documentation.
Handle complex technical support cases effectively.
4.
Competencies:

Customer service oriented with strong problem-solving skills.
Excellent communication skills and a professional approach.
Results-driven, proactive, and a team player with strong analytical abilities.
5.
Additional Attributes:

Handle high-pressure situations calmly and effectively.
Strong attention to detail and accuracy in documenting technical issues and solutions.
Excellent organizational skills to manage multiple tasks and priorities.
Demonstrated ability to adapt to new technologies and changing processes.
Capacity for continuous learning and improvement in technical skills and knowledge.
In this role, the candidate must be willing to work in shifts scheduled from Monday to Sunday.
Shift schedulesare subject to change at the discretion of management .
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