Technical Support Specialist - Dutch and English

Resideo is looking for a communicative Dutch & English speaking Technical Support Specialist to join our dynamic support team in Bucharest. This is a full-time, hybrid position; currently working 2 days from home and 3 days on site. Your ability to troubleshoot various problems, collaborate across teams, and contribute to continuous improvement will be key to enhancing our support operations and overall customer experience.

The Technical Support Specialist (Dutch & English Speaker) is the primary customer facing contact for Consumers (B2C) of the Resideo product range. Your primary responsibility is to help customers to solve technical issues (post sales) and to answer any questions about the features and capabilities of the products (pre-sales). 

Your product portfolio will include heating control devices, different types of thermostats, security systems, Home Alarm Kits and their accessories, Quick Start Alarm Kits and their accessories, Doorbells). You will lead by example, ensuring timely issue resolution, clear communication, and a strong focus on customer satisfaction. 

• Provide technical support in Dutch and English, ensuring high-quality service across all customer interactions.

• Serve as a lead resource for resolving technical issues, including root cause analysis, troubleshooting, and issue replication.

• Investigate customer-reported problems, replicating issues where necessary to determine root causes.

• Monitor and manage the resolution lifecycle of support requests, maintaining accurate records and status updates.

• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their technical needs.

• Deliver technical training and guidance to both customers and internal teams to enhance product understanding and usage.

• Participate in product and software testing to identify potential issues and contribute to quality assurance efforts.

• Create, maintain, and share technical knowledge through documentation, best practices, and collaborative learning initiatives.

• Fluency in Dutch and English, with the ability to communicate technical information clearly and effectively.

• Previous experience in a call center or technical support environment, preferably in a customer-facing role

• Excellent interpersonal and communication skills, with a customer-first mindset.

• High attention to detail and strong documentation skills.

• Prior experience in technical support or customer service role within the industry.

• Interpersonal skills and the ability to communicate clearly and professionally, both verbally and in writing.

• A strong continuous improvement mindset with the ability to influence and lead positive change.

• Hands-on experience with Salesforce.com, SharePoint, or similar CRM and collaboration platforms.

• Proven expertise in Knowledge Management and Call Center Operations, including best practices and performance optimization.

• Solid administrative and organizational skills, with attention to detail and accuracy.

• Multilingual abilities are a plus, especially proficiency in Italian, French, or other European languages.

• Access to a strong support system who will help you flourish in your role

• The opportunity to work with a range of market leading technical products 

• Hybrid working, with Mondays and Fridays worked from home

• Annual holiday entitlement: 26 days.

• Meal tickets for each working day worked (30 Ron/voucher).

• Medical coverage to support your health and well-being.

• Other benefits in a total value of 250 RON/month, according to company internal regulations.

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