Virtual Assist Support Technician

Ecolab is the global leader in premium cleaning, disinfection and maintenance products and services for the hospitality, and foodservice markets and is seeking Virtual Assist Support Technician.

Job Description:

You will be responsible for resolving queries and incidents raised by colleagues, partners, and customers.

You will triage and log all inbound contacts, raising queries or incidents, identifying root causes, and owning each interaction through to resolution.

You will focus on the initial troubleshooting, driving a high 1st time fix rate and quickly escalate unresolved incidents to field teams or other technical teams as required.

All associates are responsible for representing the company in a professional manner and developing good working relationships with colleagues, sub-contractors, and clients.

This role would be suitable for an experienced helpdesk support agent or a university graduate with chemical/ mechanical / technical qualifications.

The ideal candidate will have experience in troubleshooting and resolving technical, equipment and customer issues, with an understanding of virtual support software packages.

Responsibilities:

• Query Resolution: Troubleshoot & triage all chemical dosing dispenser and system queries with focus on virtual resolution and first-time fix rates.
• Assist technical and field teams by providing clear, concise, and accurate information to support query and incident resolution on escalation to prevent TM attendance to site wherever possible.
• Identify the root cause of faults, and record and communicate this to the relevant team/managers.
• Using inhouse CRM / ERPs to ensure that all issues are logged, updated, and followed through to resolution within KPI timeframe.
• Keep up to date with new and revised equipment types and technical information [programming/ schematics where necessary] to provide top class virtual support for installations, repairs and maintenance of dishwashing, laundry, and dosing equipment and systems.
• Deliver self-serve access to documents / sites supporting the customer to ensure the safe use of the systems and devices by their personnel.

Skills & Qualifications:

• University degree type education or similar experience required.
• Above average knowledge of MS Office packages and SAP/ other CRM platforms.
• Customer facing or service experience – minimum 1 year.
• A high level of communication and customer contact skills
• Shows initiative, assertiveness, and service orientation.
• Ability to multi- task, adaptable, flexible and works well without guidance.
• Fluency in English is mandatory and at least one other European language. [Initially Spanish/Dutch]

What we offer:

• Access to top class resources, tools, and technology
• Personal development and training
• Proper onboarding and training on the job
• Working in a collaborative and international business environment
• Coffee Connect Areas with free coffee specialties.

Our Commitment to Diversity and Inclusion

At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.

In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future, and impact what matters.