On-site Support Technician

About the Company

HELPLINE specializes in user support outsourcing and the implementation of an augmented employee experience through AI, where human expertise and technology mutually enrich each other. Part of the Everience group, HELPLINE serves over 200 clients with a workforce of 2,500 employees.

Responsibilities

• Intervene directly with users to resolve technical issues
• Manage incidents and requests including qualification, processing, resolution, and closing within the ticketing tool
• Support users with mobile tools such as tablet and phone enrollment and configuration
• Perform workstation mastering and hardware maintenance
• Organize daily tasks autonomously based on incident urgency
• Advise and keep users informed throughout the resolution process

Requirements

• At least 1 year of significant experience in a similar role (apprenticeships considered)
• Advanced English proficiency (minimum B2 level)
• Excellent interpersonal and welcoming skills
• Rigorous approach to following existing procedures
• Collaborative mindset and motivation to work within a team

Benefits

• 50% health insurance coverage
• 50% reimbursement of public transport costs
• Meal vouchers (€9.50 with 60% employer contribution)
• Referral bonuses up to €1,000
• Integration program lasting 2 to 6 weeks
• Access to a training institute for skill development