Virtual Support Specialist

2 maanden geleden

Oegstgeest, Zuid-Holland, Nederland Ecolab Voltijd

Job Summary:

Ecolab is seeking a skilled Virtual Support Specialist to join our team. As a key member of our support team, you will be responsible for resolving technical queries and incidents raised by colleagues, partners, and customers.

Key Responsibilities:

  • Triage and log all inbound contacts, identifying root causes and owning each interaction through to resolution.
  • Focus on initial troubleshooting, driving a high first-time fix rate and quickly escalating unresolved incidents to field teams or other technical teams as required.
  • Develop and maintain a deep understanding of our products and services to provide expert-level support to customers.
  • Collaborate with technical and field teams to provide clear, concise, and accurate information to support query and incident resolution.
  • Identify and record root causes of faults, and communicate this to the relevant team/managers.
  • Utilize in-house CRM/ERPs to ensure that all issues are logged, updated, and followed through to resolution within KPI timeframe.
  • Stay up-to-date with new and revised equipment types and technical information to provide top-class virtual support for installations, repairs, and maintenance of dishwashing, laundry, and dosing equipment and systems.
  • Deliver self-serve access to documents/sites supporting the customer to ensure the safe use of the systems and devices by their personnel.

Requirements:

  • University degree or similar experience required.
  • Above-average knowledge of MS Office packages and SAP/other CRM platforms.
  • Customer-facing or service experience – minimum 1 year.
  • A high level of communication and customer contact skills.
  • Shows initiative, assertiveness, and service orientation.
  • Ability to multi-task, adaptable, flexible, and works well without guidance.
  • Fluency in English is mandatory and at least one other European language.

What We Offer:

  • Access to top-class resources, tools, and technology.
  • Personal development and training.
  • Proper onboarding and training on the job.
  • Working in a collaborative and international business environment.

Our Commitment to Diversity and Inclusion:

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer, and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.

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