Responsibilities:

• Handling customer calls, chats and emails utilising independent thinking and troubleshooting to find a solution for the customer.
• Taking ownership to resolve the customer issue and if not resolved escalate to the next tier of support.
• Displaying a high level of customer service during support to achieve high customer satisfaction scores.
• Adhere to escalation procedure in case of any escalations
• Manage a queue of varied customer tickets bringing each to a mutually satisfactory resolution, which can also include utilizing other departments or tiers of support.
• Must be flexible, adaptive, and able to follow and contribute to potential directional changes in a dynamic business and support structure.
• Achieve high customer satisfaction, phone, productivity and other individual and team targets in NETGEAR’s recognised top support environment.
• Flexibility and ambition to assist in business product cases should the opportunity arise to gain further knowledge and experience

Skills & Qualifications

• Fluent in Dutch and English.
• A good mix of both IT knowledge and customer service skills are essential.
• IT certification or equivalent qualification is desirable, relevant technical experience will also be taken into consideration.
• Experience of supporting customers in a contact centre environment is desirable.
• Familiarity with Routers, TCP/IP, Firewalls, LAN and other network technologies would be a distinct advantage.
• Fantastic team spirit and mentality with a focus on customer satisfaction.
• #WAH