Call Center Operator (1-Month Contract)

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key-player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

So, what are the main duties of a Call Center Operator in Netcompany-Intrasoft?
As a Call Center Operator you will:

• Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example: chat tools - etc (Fist-line customer liaison).
• Diagnose and resolve technical hardware and software issues
• Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
• Record and track all the interactions in the ticketing system (ServiceNow)
• Monitor progress of incident resolution relative to the appropriate SLA.
• Managing the incident life-cycle, including closure and verification.
• Follow up with end users to ensure complete resolution of issues.
• Participate in reconfiguration and installation of PC environment.
• Follows standard service desk procedures & processes.
• Follow up with customers and users to ensure complete resolution of issues.
• Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
• Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
• Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

What would make you a fit for the role:

• Good spoken and written knowledge of English and French (min. B2).
• Excellent knowledge of all round IT (Office, Windows …).
  • Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
  • Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
  • Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
• At least 1 year(s) of work experience in a similar job (traineeships counting as experience).
• Experience with ticketing systems (ServiceNow or other Ticketing systems).
• Excellent customer service skills.
• Excellent written and oral communications skills.
• Good analytical and problem solving skills.
• Solutions oriented mind.
• Team player with strong communication skills.
• Able to quickly assimilate procedures.
• Able to work well under pressure.
• Comfortable in international and multicultural working environment.
• Punctual, meticulous and reliable.

It would also be a plus if you match some of the following:

• Knowledge of/or experience in ITIL environment.
• Knowledge of other EU languages is a plus.

Working Conditions:

• Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

• The opportunity to work in a modern environment.
• A competitive compensation & benefits package
• Hospitalization plan
• Meal vouchers
• Well-being activities (on-premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc training)
• A personalized development plan for targeted career growth

If you are looking forward to being part of a diverse environment and having the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany-Intrasoft Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market. Whether you're collaborating with clients on their premises or harnessing the power of cutting-edge technologies at our own facilities, you'll have the opportunity to shape the future of digital services in an environment that values your ideas and fosters your growth.

#LI-MA1

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://netcompany.com/careers/greece/our-values/

 #BePartOfSomethingGreat!

Please submit your CV in English. All applications will be treated as strictly confidential.

Should you be invited for an interview and be considered suitable candidates for the EU project at the first stage, we inform you that your CV may be forwarded to the relevant European Organization or third companies - consortium members participating in the specific EU project together with NETCOMPANY INTRASOFT for evaluation.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany-Intrasoft culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our our everyday working experience.