Job Description

Empowered. Innovative. Inspiring. Creative. Intense. These are all words we use to describe life at SoftLayer, an IBM Company.

  • Ability to absorb and comprehend company-wide interdepartmental escalation and delegation procedures, allowing for the proper transference of various internal- / customer-related services and issues.
  • Interact heavily with customers via telephone.
  • Use of electronic tools and communication to support telephone interactions.
  • Assist and educate customers on basic to intermediate use of products or services.
  • Ability to absorb and comprehend Control Panel functions and features to effectively troubleshoot and resolve issues related to the application. (cPanel, Plesk, Ensim, Helm)
  • Handle escalations, some support duties and requests for high-priority customers or tasks.
  • Educate customers on the availability of internal and external resources designed to help resolve support issues.
  • Participate in team meetings, providing input and suggestions to further increase productivity.
  • Perform other various duties as assigned.


Required Skills

Must be fluent in English and one of the Following languages

  1. German
  2. Italian
  3. French



Required Experience
  • Must have a High School Diploma or equivalent.
  • Demonstrate excellent verbal and written communication skills as well as strong telephone and customer service skills.
  • Should possess strong analytical skills, and effective interpersonal relationship skills.
  • Must have a basic to intermediate knowledge of one or more of the following operating systems:
    • Windows 2000/2003 Server
    • Red Hat Linux
    • Other Unix-based platforms
  • Must have a basic to intermediate knowledge of the following:
    • HTTP Protocol
    • DNS Protocol
    • SMTP Protocol
    • POP3 and/or IMAP Protocol
    • FTP Protocol
    • SSH Protocol
    • MS Terminal Services(Remote Desktop Protocol)
    • SQL Service
    • Network Connectivity
  • Must have basic to intermediate ability to use the following applications and operating systems:
    • Windows XP
    • Microsoft Internet Explorer or Mozilla Firefox
    • Microsoft Outlook Client and/or Microsoft Outlook Web Access Client
  • Must be able to sit for prolonged periods of time.
  • Ability to function as a team member and get along with others.
  • Ability to communicate both verbally and written.
  • Position requires use of a computer a majority of the day.
  • Must have flexible shift availability, including nights and weekends.
  • Must be able to work in Amsterdam without sponorship.
  • Must be fluent in English and one of the following, German, Italian or French

Shift:

  • First Shift (Day), Second Shift (Afternoon), Third Shift (Night).
  • Subject to Essential Operations staffing policy, requiring availability 24/7/365.
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