Freelance Customer Support Agent - IT Logistics

The ideal candidates should have at least 1-2 years' experience, but preferably in a medium or large company. You are not expected to have deep IT knowledge but should at least have an understanding of how basic IT commands work. Communication and strong customer service principles are mandatory!For a global logistics customer, I am searching for x2 freelance IT L2 Support Representatives who will support customers with technical inquiries and help analyze and resolve issues related to applications, data flows, and online solutions.You will join a team which supports customers in creating the most beneficial integrations for all parties, with a clear focus on large and most valuable businesses. Consults, installs, tests, trains, and maintains automation solutions. They work with customers, as well as with Compatible Solution Providers/Third Party Providers and invoice auditing companies. They have the full automation portfolio at their disposal and put it to the best use for their customers and the company.ResponsibilitiesProviding 2nd line supportResponding to customer inquiries and resolving technical issues (applications, data, connections)Performing quick fixes to solve customer problems efficientlyAnalyzing data to identify recurring issues and customer needsRecognizing different file formats such as CSV, ANSI, and EDIFACTWorking with SOAP and REST APIs, as well as FTP/SFTP connectionsManaging the transfer of additional data flows (such as status updates and invoicing)Documenting complex issues and escalating to L3 or implementation consultants when necessaryTaking over customer implementation tasks after the initial intake conversationCollaborating with team members to brainstorm innovative online solutionsCommunicating professionally with customers in Dutch, French, and EnglishProfileProfessional and presentable (for video calls via Microsoft Teams)Experience in a customer service or support roleKnowledge of APIs (SOAP/REST)Knowledge of File transfer protocols (FTP/SFTP)Basic understanding of applications and data analysisCustomer-oriented with strong problem-solving skillsAbility to work both independently and as part of a teamTeam player with a can-do attitudeCustomer-focused with excellent communication skillsAttention to detail and able to work to tight deadlinesDemonstrated organization skills and excellent time management with the ability to prioritize work based on business needsSelf-starter, able to work with limited supervisionAbility to analyze data, as well as to analyze and revise operating practices to improve efficiencyTask-oriented with good time managementGood analytical and problem-solving skillsAble to make independent decisions based on expertiseWilling to develop in a multinational/multicultural environmentAdditional DetailsSENIORITY: 1-2 yearsSTART DATE: 1st December latestDURATION: 24 MonthsCONTRACT: FreelanceLOCATION: BrusselsONSITE POLICY: Onsite presence required during training (3–6 months); afterwards, remote work is negotiable for up to 2 days per weekWORKING HOURS: 8:00 - 18:00 (2 shift system)LANGUAGES: Fluent English and Dutch, at least medium FrenchINTERVIEW PROCESS: 1-2 stagesIf you are interested, please forward your updated resume to jay.kukoyi@vividresourcing.com to be considered.