Eurail B.V.

Technical Agent

We advocate for the positive impact travelling can have in the world. We are Eurail and we have all the stops to take our customers’ curiosity further. To be more precise: there are more than 30,000 destinations in Europe ready to be discovered with one Pass.

If we are going to inspire the world, then we need the right people around us. We are proud of our culture at Eurail. We're a diverse team (49 nationalities!) of talented and passionate colleagues who have a real curiosity for the world around them. We like thinkers and do-ers, and people that ask a lot of questions.

We strive to ensure that all of our people have the chance to innovate, influence and grow. With our international and passionate team (based in Utrecht and working from home), we believe that creative thinking and diversity help to improve our brands and ultimately create a unique and repeatable experience for our customers.

We’re on the search for…

…someone who can take our vision to the next level and support Eurail by offering our customers a friendly and helpful, customer service experience; that exemplifies our company values. Improving the customer journey by identifying hurdles and removing impediments from their experiencing of the product by coordinating and working together with different teams in the company.

What you’ll be doing

You’ll be joining the IT Operational Excellence team, reporting to the Head of IT, where your primary activities will be:

  • Answer questions from customers that need a technical activity
  • Responsible for technical configuration etc.,
  • The first point of contact in case of a technical escalation
  • Able to change the customer data (if required and legally needed)
  • The first line of support in the investigation of customer (technical) issues, check logs, reproduce the problem and act accordingly (solve, create workaround, or escalate to Operational Excellence team, which is second line support)
  • Communicate directly about the changes and incidents with Operational Excellence team (P1/P2/Global outage) and informs Customer Service about incidents
  • Perform specific technical actions like activation pass, change personal data, mobile pass queries
  • Own the Customer Service monitoring and dashboard and verifies and monitors the activities in the Customer Service backlog (e.g. looking for trends in customer (technical) questions)
  • Write, adjust, and improve technical articles in the knowledge base
  • Proactively test the system and creates tickets for the bug

Our offer

  • You have the flexibility to manage when and where you work, with our hybrid way of working. Whether you need collaborative, quiet or social time, either face-to-face or online, everything is possible, but keep in mind that is necessary to come to the office some days per week. 
  • The opportunity to make a visible contribution, working in an agile way within your team and across the company. 
  • A complimentary NS train card to travel across the Netherlands for work and leisure.
  • An annual free global travel pass for you and a companion, so you can explore Europe with your family or friends and share the same experiences as our customers.
  • An annual team trip across Europe to experience our product first-hand.
  • Support for your well-being through a generous personal allowance.
  • The autonomy to develop your own personal and professional growth plan using your individual training budget.
  • An enhanced annual leave package of 28-30 days, plus study days, volunteer days, and Good Friday.
  • Salary Scale: 57, Monthly gross salary (excluding 8% allowance): € 2400 - 2600 based on experience.

What we’re looking for in you

We’re looking for talented people who go ‘One Stop Further’ and have the same mindset as us, being forward-thinking, results-driven, caring and embracing diversity.

In terms of your experience and strengths, we’re looking for; 

  • Degree in computer science or information technology, or IT-related qualifications
  • 0 - 2 years of work experience
  • Understanding of API or app-based application or web-based application
  • Prior experience in the technical support, desktop support, or a similar role
  • Attention to detail and good problem-solving skills
  • Excellent interpersonal skills, good written and verbal communication
  • The ability to communicate technical information in an accessible manner to non-technical employees
  • Experience with Zendesk or other customer support software

 In addition, its bonus points if you have…

  • Knowledge of the SAFe framework
  • A love of sustainable travel!
  • Already hold the correct documents to work in the Netherlands

 Curious to apply?

Apply directly via our website (https://jobs.eurail.com/en/vacancies).

  • Please submit a motivational letter, with your resume in English (our business language)
  • To show off your skills, we may also ask you to complete a short assessment as part of the process

 Unfortunately, we cannot accept applications via Indeed or other recruitment websites, as these sites bypass our recruitment system, which is in place to ensure compliance with GDPR and our inclusion and diversity policy.

 If we feel you might be a good fit, the next step is a fairly informal interview with some of your potential new team members. For you, this is helpful to understand if Eurail is your ideal workplace, and for us, it tells us more about the value you would bring.

 In the meantime…

Following your application, we will provide you with an update, even if you are unsuccessful. We appreciate the effort it takes to apply for a new role so we ensure that we respond to every candidate.

 If you’re curious to know more, why not check us out on LinkedIn and get a feel for our culture, our values, and our place in the world. And we’re eager to answer any questions you might have too… just send them over to jobs@eurail.com and our People & Culture team will pick them up.

 Due to GDPR, we ask that you don’t apply for vacancies via jobs@eurail.com or send us any personal information (other than your name and contact details).

 

Reference No:

438785783

Region:

  • Utrecht

Job type:

Fixed Term Contract

Working hours:

Full-time

Working days:

Day

Location:

Utrecht, Netherlands

Company homepage:

https://www.eurail.com/

Office address:

3511SB Utrecht