IT Support Specialist

URBANTZ SA  – 6mo
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<div>
<em>Your journey at URBANTZ<br></em><br>
</div><div>As an IT Support Specialist your main <strong>mission</strong> is to help <strong>build a reliable support team</strong>, so our customers can thrive and feel supported at all times. <em>What does it all mean?</em> You are in charge of the <strong>first and second support line</strong>. If our customers face any issue or if they have questions about how to use the Urbantz tool, they will reach out to you.<br><br>
</div><div>You will: </div><ul>
<li>Respond in a <strong>timely manner </strong>and enable our engineering team to resolve issues by testing, reproducing and creating <strong>internal follow-up tickets</strong>.</li>
<li>Once the engineering has fixed the issue, test it and get back to the customer with the good news. </li>
<li>
<strong>Inform and reassure </strong>the client through the resolution process.</li>
</ul><div>On top of this you will :</div><ul>
<li>Proactively make <strong>tutorials</strong>, <strong>FAQ’s</strong>, webinars and expand our Help Center.</li>
<li>
<strong>Analyse and document</strong> processes to increase efficiency.</li>
<li>Follow up with customers, provide <strong>feedback</strong> and see problems through to <strong>resolution</strong>
</li>
<li>
<strong>Work in shifts</strong> to ensure maximum availability for our customers (the team is covering a 8:30 – 18:30 CET timeframe plus standby hours)</li>
</ul><div>
<em>About You<br></em><br>
</div><div>Your drive is to <strong>turn clients into brand ambassadors</strong> and you’re willing to go the extra mile to reach that goal. You love <strong>solving mysteries</strong> and also bring plenty of <strong>positive vibes </strong>to the table. You:</div><ul>
<li>Have <strong>at least 3 years </strong>of experience in a similar <strong>technical, client focused helpdesk role</strong>
</li>
<li>Are <strong>fluent</strong> in <strong>English and Dutch</strong> and ideally in French or Spanish</li>
<li>Are willing to work <strong>flexible hours</strong> and shifts </li>
<li>Have an aptitude to <strong>learn</strong> and apply new technologies and understand business processes </li>
<li>Are <strong>analytical,</strong> punctual &amp; <strong>an excellent problem solver</strong>
</li>
<li>Are a <strong>great communicator</strong> and you can calm down even the most angry client </li>
</ul><div><em>What’s in it for you?</em></div><ul>
<li>Join a <strong>winning team</strong>. Great people that work hard but have fun doing that.</li>
<li>A fast-growing company where you are given a lot of <strong>autonomy</strong> and <strong>trust</strong>.</li>
<li>Enter the promising, <strong>ever-growing world</strong> of last mile logistics.</li>
<li>You can make a huge <strong>impact</strong> and <strong>grow</strong> with the company.</li>
<li>Our office is in <strong>Brussels</strong>, but you can work <strong>remotely</strong> from anywhere in Europe </li>
<li>Depending on location we offer an <strong>employee or freelance contract</strong>
</li>
<li>
<strong>Part time or full-time</strong> are both an option</li>
</ul>

<p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/urbantz-sa-it-support-specialist">https://weworkremotely.com/remote-jobs/urbantz-sa-it-support-specialist</a>

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Remote work at URBANTZ SA
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