Bilingual technical Support Technician - Dutch speaking

• Providing solutions to support problems efficiently by troubleshooting wireless data problems in accordance with defined targets and procedures.
• Resolving data queries in a knowledgeable and professional manner
• Accurately log query information into Lotus notes
• Be proactive about own development (e.g. undertake product familiarisation)
• Completing value added activities (to be defined)
• Researching and understanding new wireless technologies
• Maintain a high standard in personal KPI targets as defined
• Content articles to be completed as determined by Team Leader/Support Manager/ Content Manger
• Share knowledge gained with team to improve interactions with customers/clients

Future Influences

• International industry trends
• Technology
• WDS strategy

Customers

• Customer Facing Unit
• WDS regions
• WDS Clients
• WDS End Customers

Competencies

• Formal qualifications/experience (desirable)
• Wireless data and GSM experience (supporting document)
• Call centre or Helpdesk experience
• Technical product knowledge
• Analytical thinker
• Attention to detail
• Problem solving skills
• Able to “self-manage”
• Able to exhibit WDSGlobal values
• Integrity
• Dynamic
• Ambitious
• Positive
• Team player
• Responsible
• Accountable

General Resources available to assist to achieve Results
Employees are encourage to utilise these resources available to you

• WDSGlobal Intranet & forums
• Technical industry journals, news and press
• Access to Wireless devices and IT equipment
• WDS Knowledgebase
• Appropriate training courses
• Internal trainer

Workflow Refs (Refs of the workflows and process maps role is responsible for)

RESULTS QUALITY REQUIREMENTS:

Deliver solution: • Resolve end customer issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner

Achieve Customer SLA: • Help to maintain customer service levels by delivering quality conclusions to issues.
• Quickly responding to inbound and outbound requests
• Achieve customer SLA targets by resolving data queries in a timely manner

Research and own Development:

• Ongoing research & investigation on wireless data technologies and devices
• Document
• Communicate
• Develop own understanding and Knowledge of products, services and process using available resources
• Be proactive with own development using available learning resources on a daily basis.

Deliver Quality:

• Respond to and act on quality issues.
• Undertake continuous improvement activities.

Improve Team Knowledge:

• Create Knowledge Base articles as per KPI.
• Share all information with the team to enhance performance and improve the customer experience
• Actively participate in team meetings

Team Performance:

• Contribute to Team Meetings
• Suggest Solutions to Problems
• Encourage New employees
• Support and Assist with achievement of team objectives

Reporting:

• Accurately log calls and emails into Lotus Notes
• Other reporting as required