Technical Support Referent with Dutch

As a Technical Support Referent with Dutch at Expleo, your primary responsibilities include processing technical assistance requests related to vehicles, analyzing these requests, and finding effective solutions from the knowledge base. You will ensure compliance with procedures and contribute to reducing warranty costs. Additionally, you will escalate complex issues to Level 2 support when necessary and participate in continuous improvement initiatives to enhance the service quality we provide.

To qualify for the Technical Support Referent with Dutch position at Expleo, candidates should hold a technical university degree, preferably in automotive, mechanical, or electrical/electronic fields. Proficiency in Dutch is essential, along with intermediate-advanced English skills. A genuine passion for the automotive industry is also highly desired, as it underpins the work you will be doing in this role.

Expleo provides an attractive package of benefits for the Technical Support Referent with Dutch role, including meal vouchers, holiday vouchers, and private medical insurance. Employees can also enjoy performance bonuses, Easter and Christmas bonuses, and a referral bonus. There are opportunities to work from home depending on project needs, along with various discounts for services such as fitness memberships and book subscriptions.

In the role of Technical Support Referent with Dutch, you play a vital part in continuous improvement by analyzing technical requests and identifying areas for enhancement in our processes. By proposing improvement actions and participating in initiatives aimed at refining our service offerings, you contribute directly to elevating the customer experience and operational efficiency at Expleo.

Expleo is looking for candidates for the Technical Support Referent with Dutch position who possess relevant experience or a strong educational background in technical fields. Particularly, candidates should demonstrate knowledge in the automotive sector and showcase problem-solving skills. Familiarity with customer support or technical assistance roles will also add value, helping you excel in delivering exceptional service to clients.

When prioritizing technical assistance requests, it is important to assess the urgency of each case based on customer impact, the nature of the issue, and the established service level agreements. Discussing your approach to ensure timely resolution will show your understanding of effective prioritization in customer support roles.

In response to this question, recall a specific instance where you identified a challenging technical issue, explain the steps you took to analyze the problem, and discuss how you arrived at a solution. Highlighting your critical thinking and problem-solving skills will demonstrate your capability as a Technical Support Referent.

Mention specific tools you have used, such as knowledge bases or ticketing systems, and explain how they facilitate your ability to troubleshoot and resolve customer issues effectively. Being able to articulate your familiarity with necessary resources can bolster your candidacy.

Address this scenario by discussing the importance of escalation. Explain how you would gather all necessary information to provide to Level 2 support, ensuring a smooth transition, and maintaining communication with the customer throughout the process.

Your answer should emphasize your commitment to understanding customer needs and delivering tailored solutions. Discuss strategies such as proactive communication, seeking feedback, and advocating for enhancements in services or processes based on customer input.

Emphasize the importance of following established protocols and utilizing checklists or guidelines to ensure all necessary steps are followed. Discuss your ability to balance compliance with the need for efficiency and prompt service.

Convey your passion for the automotive industry and your motivation to contribute to a company like Expleo that values innovation and quality. Highlight what excites you about their mission and how your skills align with their goals.

Discuss your educational background and practical experiences that have equipped you with knowledge about automotive technology. Share examples of common issues you have encountered and how you’ve resolved them.

In addressing this, focus on communication skills, empathy, and a technical understanding. Explain how these factors contribute to building trust and ensuring effective service in challenging situations.

Share your commitment to continuous learning through resources such as industry publications, professional training, and attending workshops. Showing your proactive approach to staying informed reflects well on your dedication as a Technical Support Referent.