Customer Service Representative – 2nd Line

Customer Service Representative – 2nd Line / Netherlands

Who We Are

Digidentity is a leading provider of cutting-edge digital identity and authentication solutions, empowering individuals and organizations to navigate the digital world securely and efficiently. Established with a commitment to pioneering innovation and enhancing online trust, we have become a trusted partner for businesses, government agencies, and individuals seeking seamless and robust identity verification.At Digidentity, our mission is to shape the future of digital identity. We believe that everyone should have the confidence to interact and transact online, assured of their privacy and security. We are dedicated to simplifying the complex world of digital identities while ensuring that our solutions adhere to the highest standards of data protection and compliance.

For more information, please visit www.digidentity.eu.

The Role

We are looking for a Second Line Agent. The role of the Second Line Agent is to provide support to a wide variety of customers with their digital products, such as eHerkenning and eSGN, and to enable them to conduct online transactions securely. As a Second Line Agent, you are the primary point of contact for customers via three different channels : phone, chats, and emails. Additionally, you are also responsible for completing checks as part of the digital identity verification process, such as verifying names and details of documents, and selfies. You also offer support with answering any other account / service-related queries and serve as an escalation point for first line agents for any issues and cases that require further investigation.

What You’ll Do

Communicating with users via telephone, chat facility and email to help resolve any technical issues.

Recording the details of technical issues, user questions, the advice given, and the resolution provided.

Performance of administrative actions due to support provided during processing of identity documents.

Providing advice to users about the actions required to resolve the issue.

Monitoring the support incidents from beginning until end.

Specifying and escalating technical issues and associated questions to the systems administrator or software engineer requesting assistance.

Performs a RA1 (Register Authority) Trusted role.

What You’ll Bring

Good command of the Dutch and English language, spoken and written

MBO+ level.

Previous customer service experience is a plus.

Computer literacy.

Excellent communication and interpersonal skills.

An empathetic attitude towards users.

Ability to think quickly and multitask in a busy environment.

Proactive work ethic.