Dutch-Speaking L1 Customer Service Representative

Service Desk Level 1 Agent serves as the first point of contact on behalf of the biggest QSR (Quick Service Restaurant) worldwide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.Incident and Service Request ManagementLog and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email)Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closureStrive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resourcesEscalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic informationAssign incidents requiring on-site intervention to Field Support (Level 1.5) for validationConduct follow-up activities to confirm resolution and customer satisfaction before ticket closureAchieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standardsCustomer Support & CommunicationServe as the single point of contact (SPOC) for end users throughout the incident lifecycleProvide courteous, efficient, and effective technical support for software, hardware, and network-related issuesDeliver clear communication regarding ticket progress, estimated resolution times, and next steps Minimum 1 year of experience in a service desk role or other similar technical roleLanguage proficiency in English and Dutch (advanced/ close to native) level or equivalent is a mustProficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server), and network environmentsUnderstanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantageStrong customer service orientation and communication skillsAbility to multitask and manage workload in a fast-paced environmentDetail-oriented with excellent documentation and follow-up abilitiesCollaborative mindset with a focus on knowledge sharing and continuous improvementCritical thinking: diagnostic reasoning and identifying connections ITIL Foundations Certification Microsoft Desktop Administration certification Analytical and diagnostic skill Hybrid working is supportedMonthly gross 44.200 HUF cafeteria - regardless of your weekly working hoursFixed extra language allowanceAdditional shift bonusesPrivate Health Insurance - Premium Package provided for all Unisys associates after 6 months of tenure Home office allowanceLast and foremost, a great team, as well as a lot of learning and training opportunities