L2 Dutch-Speaking Customer Service Representative
Hybrid · Budapest, Budapest, Hungary
Job Summary
L2 Dutch-Speaking Customer Service Representative responsible for Tier 2 technical support in QSR technology environments, acting as escalation point for complex incidents, performing in-depth diagnostics, and driving root cause analysis. Role includes mentoring lower tiers, contributing to knowledge maturity, and opportunities to automate and shift-left initiatives. Primary duties include handling complex hardware/software/network issues, POS/KDS systems, log review and remote diagnostics, prioritizing escalations by business impact and SLA, owning incidents through resolution, and documenting outcomes. Requires 2–4 years in IT service/support, strong networking and IT operational knowledge, experience troubleshooting multi-user issues, and proficient English and Dutch; German language skills are also required. Desirable ITIL Foundation, QSR/retail/POS/KDS experience, Android/iOS support, and familiarity with ServiceNow.
Required Qualifications
- 2–4 years of experience in IT Service Desk, Desktop Support, or similar technical support role
- Strong technical knowledge of Networking fundamentals (LAN, WAN, Wi-Fi), Hardware, peripherals, and remote support tools
- Experience troubleshooting complex, non-standard issues affecting multiple users or devices
- Proficiency in English and Dutch at C1 level or equivalent
- Strong German communication skills
- Desirable: ITIL Foundation (or higher) certification
- Experience in Quick Service Restaurant (QSR), retail, POS, or KDS environments
- Experience supporting Android and iOS platforms
- Familiarity with ServiceNow or similar ITSM tools
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