Customer Care/Technical Support Specialist

As Customer Care/Technical Support Specialist, you are a first point of contact for our customers. You support our technical customers with questions and problems by phone, e-mail or via our Service Management System. This allows you to log and monitor all information for your co-workers and the customers.

Key Responsibilities:
As a Customer Care/Technical Support Specialist, your tasks will include:

• Provide support to customers in the area of Cloud applications and infrastructure.

• Handle issues such as SSL certificate renewals, license management, and access management.

• Work directly with DevOps teams, with Azure experts available to assist when needed.

• Escalate unresolved issues to the DevOps team while keeping the customer informed of progress.

• Make every effort to resolve customer issues quickly and ensure the best possible customer experience.

• Triage support tickets and prioritize workloads effectively.

• Independently monitor, analyze, and handle first-line incidents according to agreed guidelines.

• Maintain an overview of the status and progress of pending calls, given a diverse international customer base.

• Communicate regularly with various stakeholders regarding ongoing issues and progress.

• Maintain and update knowledge base articles.

About us

Digitization has fundamentally changed our world and technology now plays an unavoidable role in our daily lives. We at Intercept cater to that change to make software-driven organizations work faster, more efficiently and more securely. Without them actually noticing we're there! Our expertise is demonstrated through the certifications and acknowledgments we've earned from both Microsoft and our valued customers. We call ourselves Interceptors and we have created an atmosphere of a "community within a community." With a high Avengers attitude (“I can do this all day”) we are working daily to empower our customers and each other. We are ambitious, driven and innovative. But make no mistake, we work hard but also get a lot in return.

What makes you a fit for this role?

You have excellent communication skills and instinctively know which questions to ask to accurately assess a customer’s situation. When a high-priority (P1) issue arises, you adapt quickly, gather the necessary information, and immediately identify the right colleagues to involve in resolving the problem efficiently.

• 2-3 years of experience as a Technical Support/Customer Care or in a similar role

• Possession of Microsoft AZ-900 Certification is preferred; however, the company will provide it if not already held

• Professional proficiency in both English and Dutch is required

• Where others see obstacles, you see opportunities and persist until the customer’s needs are fully met

• People-oriented, strong communicator and confident in picking up the phone; naturally outgoing

What do we offer?

• €400 to set up your home office and a DeskGuru consultation to ensure ergonomic working conditions

• Work in Flexible, Remote First environment with a lot of Autonomy!

• Career growth opportunities with potential to advance into an engineering position

• Study during work hours? No problem! We provide time and space for professional development

• A personalized welcome pack with your laptop and all the tools you need to hit the ground running

• Collaborative and Friendly Team

• Be part of a fun, Inclusive culture and attend our great In-person events: Interceptival & Wintercept