Dutch-speaking Associate Technical Support Agent in Budapest

Posted 08 December 2022
DisciplineCustomer Service
Contact NameFee Loobuyck

Job description

We are looking for a Dutch-speaking Associate Technical Support in beautiful Budapest!

Scope of position

As an IT Service Desk Analyst you will provide first line technical support to users. Do you have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems? Then this might the the job for you!
The Technical Support can range from straightforward to more complicated technical issues. 


 Key responsibilities

  • Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries 
  • Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
  •  Ensure that issues are resolved within ticket life cycle
  •  Co-ordination between users and resolver groups (if necessary)
  •  Incident handling and escalation management
  •  Work independently and within a team
  •  Communicate well with internal and external contacts
  •  Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
  •  All KPI related tasks must be followed & adhered to avoid business impact
  •  Ensure that breaks are pre-approved by SME, Team Leader or Manager
  •  Escalate unresolved calls to the resolution support team
  •  Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI


Skills/qualifications required

  • C1 level Dutch language skills in combination with excellent English language 
  • Certifications (Optional) ITIL, MCSE, Software Development/Application support
  • Level of expertise L1 – L2 On-site Or Remote Support
  • Excellent communication skills and telephone manners
  • Application Support: Prior experience in Application support/Software development, IT Service Desk
  • Strong problem resolution skills
  • IT Awareness: Understanding of SDLC, database technology, OS components would be useful
  • Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
  • ITIL: Knowledge of ITIL processes and procedures would be an added advantage
  • SAP - Application Support - optional
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Excellent in verbal & written communication
  • Problem-solving abilities, strong logical analytics


What they offer:

  • Competitive salary package
  • Chance to be part of a growing organization and develop your career
  • Cafeteria benefits
  • Venue easy to access and modern office near metro line 3
  • Multicultural environment


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