L2 Dutch-speaking Customer Service Representative

What success looks like in this role:

The Service Desk Level 2 (L2) Agent delivers advanced technical support for QSR technology environments, acting as a key escalation and resolution point for complex incidents and problems that cannot be resolved at Level 1.

This role combines deep technical expertise, root cause ownership, and strong customer communication, ensuring high system availability, minimal business impact, and continuous service improvement. As a frontline ambassador of technology support, the L2 Agent actively mentors lower tiers, contributes to knowledge maturity, and identifies opportunities for automation and “shift-left” initiatives. The L2 Agent is expected to function as leverage for the wider team. Not as an isolated resource working in silo, but bringing legacy knowledge and QSR-specific expertise to help mature the rest of the team.

• Provide Tier 2 technical support for complex issues related to hardware, software, operating systems, network connectivity, peripherals, POS/KDS systems, and third-party applications.

• Diagnosing and resolving issues involving multiple devices or system dependencies, including advanced network-related faults (e.g. VLAN misconfigurations, DHCP conflicts, switch/controller issues).

• Perform in-depth technical analysis, including log review, structured diagnostics, remote tooling, and configuration changes or patches where applicable.

• Manage and prioritize escalated tickets by business impact, urgency, and SLA commitments.

• Own incidents through to resolution, ensuring accountability, proper documentation, and clear closure communication.