Offer summary

Qualifications:

Experience in customer support, preferably in a technical environment., Familiarity with Cloud applications and infrastructure, especially Azure., Strong communication skills in Dutch and English, both written and verbal., Ability to triage support tickets and prioritize workloads effectively..

Key responsabilities:

Serve as the first point of contact for customers, addressing inquiries via phone and email.

Log and monitor customer issues through the Service Management System.

Collaborate with DevOps teams to resolve complex issues and keep customers informed.

Independently handle first-line incidents and maintain communication with stakeholders.

Job description

Looking for the right opportunity to improve your skills in Cloud engineering, security and automation? Here we are! As an experienced Support Specialist, you know how to distinguish a P1 issue from a first-line incident through asking the right questions! Together, with all our Azure Specialists you will enhance your knowledge quickly and become a Azure specialist yourself in no-time! Are you ready to join us?

What will you be doing

As Support Specialist, you are a first point of contact for our customers. You support our customers (often engineers) with questions and problems both by phone and e-mail, but preferably via our Service Management System. This allows you to log and monitor all information for your co-workers and the customers.

As Support Specialist, you are part of our Customer Care Team. Along with Jeroen, you are responsible for providing support to our customers in the area of Cloud applications and infrastructure. Issues that you can expect to encounter include SSL certificate renewals, licence management and Access management. You work directly with our DevOps teams. That means that our Azure experts are always around to help you out! If you can't solve the issue, you redirect your question to a DevOps team and meanwhile keep the customer informed of its progress. Collectively, you make every effort to resolve it as quickly as possible and provide our customers with the best possible experience.

You are furthermore responsible for triaging support tickets and prioritising workloads. You independently monitor, analyse and handle first-line incidents according to the agreed guidelines. Intercept is an international company and our customer base is very diverse. This means that it is important that you maintain an overview of the status and progress of pending calls and communicate regularly with the various stakeholders.

About us

Digitization has fundamentally changed our world and technology now plays an unavoidable role in our daily lives. We at Intercept cater to that change to make software-driven organizations work faster, more efficiently and more securely. Without them actually noticing we're there! Our expertise is demonstrated through the certifications and acknowledgments we've earned from both Microsoft and our valued customers.

We call ourselves Interceptors and we have created an atmosphere of a "community within a community." With a high Avengers attitude (“I can do this all day”) we are working daily to empower our customers and each other. We are ambitious, driven and innovative. But make no mistake, we work hard but also get a lot in return. For example, working 100% remotely within the EU or simply being able to pick up your child from school. We are given flexibility and trust by Intercept.

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