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Customer Support Analyst
Il y a 4 mois
Introductie
IT-Planet is een gespecialiseerd informatica projectsourcing bedrijf, gelegen te Gent. We zijn actief bij diverse grote klanten over heel Vlaanderen en Brussel in volgende ICT-domeinen: Application Development, Infrastructure Services & Software Testing. Om ons team van 180 medewerkers te versterken zijn we momenteel op zoek naar een **Customer Support Analyst** om aan de slag te gaan bij onze klant in **Anderlecht**.
- Deze positie kan worden ingevuld met zowel vast contract (bediendestatuut) als freelance contract
- Duurtijd**:lange termijn**:
- Regio**:Anderlecht/2 à 3 dagen remote**
- ** Fulltime**
Functie
Als Customer Support Analyst neem je de leiding in het Customer Service Team. Je staat dagelijks in contact met verschillende creators die vragen hebben over het diverse Service-aanbod of niets opschieten met de digitale diensten, want we willen niemand in de kou laten staan.
Je ondersteunt onze makers doelgericht zodat onze artiesten een optimale, voorbeeldige dienstverlening krijgen. Je werkt dus in een internationale omgeving met verschillende derden aan te sturen.
Wil jij het avontuur aangaan en ons helpen de audiospeler van de toekomst vorm te geven, terwijl je diverse makers ondersteunt? Dan is deze functie wellicht iets voor jou
- Managen van een extern Support team. Zorg voor alle trainingen en materiaal dat nodig is voor een uitstekende prestatie. Garanderen dat het serviceniveau overal en altijd hetzelfde blijft.
- Definiëren, optimaliseren en verbeteren van de Support workflow op Zendesk. Prestaties monitoren (tijd van eerste antwoord, tevredenheidspercentage, NPS), proactief zijn in het laten evolueren van het systeem. Communiceer intern over de prestaties.
- Proces map & workflow modellering uitvoeren om processen te documenteren, verbeteringen te spotten, automatisering te vergemakkelijken en duidelijk gedefinieerde end-to-end use cases.
- Verzamel en documenteer post-mortem gebruikersproblemen, neem deel en documenteer de oplossingen, en duw ze naar het digitale helpcentrum, om gebruikersondersteuning te verminderen en zelfbediening door gebruikers te stimuleren.
- Voorstellen van verbeteringen aan het gebruikerspad bij elk contactpunt in het helpcentrum, waarbij wrijvingspunten worden weggenomen door middel van automatisering en monitoring.
Functie-eisen
- Minstens 3 jaar ervaring in een soortgelijke functie
- Klantervaring (Monitoring / Automatisering)
- Hands on Zendesk is vereist
- Vloeiend in het Engels, kennis van Frans, Spaans of Nederlands is een pluspunt.
Aanbod
Bij ons word je verloond naar werk, kennis & competenties. Met zorg wordt een motiverend salarispakket uitgewerkt: loon + groeps-en hospitalisatieverzekering + wagen & tankkaart + maaltijdcheques,. Bovendien geeft IT-Planet je alle kansen om goed te zijn in wat je doet: extra opleidingsmogelijkheden & training zullen je helpen jouw skills verder uit te breiden of optimaliseren Wanneer je er klaar voor bent, staan er al weer tal van doorgroeimogelijkheden of carrièrevooruitzichten klaar.
Freelance? Aarzel zeker niet om ons te contacteren voor een voorstel op maat.
Inlichtingen
