Have an excellent customer service attitude gained in previous people orientated roles or situations Have a confident telephone manner and be able to demonstrate excellent verbal and written communication skills in both Dutch and English Be a great team player who enjoys problem-solving and comfortable working in a technical IT/Software environment Have good attention to detail to enable you to collect and document detailed information regarding customer issues Be able to listen to customers and understand their underlying concerns, empathising and relating to them with a positive attitude Be able to navigate any question or issue and direct customer to the right person or team to assist Have the ability to maintain self-control while defusing stressful customer situations Be good at multi-tasking between varied support channels, effectively and professionally communicating with the customer via their desired channel (i.e. phone, live chat, email) Be good at following internal processes to meet call quality and performance targets Be a confident IT user (Microsoft Office, Email, Internet) and capable of learning new systems quickly Project Management, technical aptitude and analytical skills are a plus but not necessary Answering customer calls to ECI and responding to requests for assistance Providing timely follow-up to customers and an exceptional support experience Creating thorough and complete case notes and documentation of customer issues Prioritising incoming issues and route to the appropriate resources for resolution