Functieomschrijving
Provides application and technical support to customers, answering questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer in a highly team oriented environment. Conveys customer feedback to product development staff. Expected to develop a thorough knowledge of company’s products. Operates under close supervision. Typically reports to the Manager, Support Operations.
This is an entry-level job.
ESSENTIAL FUNCTIONS:
Resolves clients’ questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup. .
- Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
- Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
- Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as WebEx.
- Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. Consultancy, Finance, etc to insure proper handling of customer issues. .
- Focuses on developing knowledge in specific product suite or operating environments.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.
- Contributes information to the Support knowledge base.
- Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
- Provides accurate accounting of work and time allocation.
Functie-eisen
- Bachelor’s degree in business or computer science or supply chain or logistics or has experience in functional area i.e. Logistics, Purchasing, Warehousing, Supply Chain experience.
- Good problem solving and analytic skills.
- Good writing and editing skills.
- Excellent interpersonal and communications skills.
- Detailed oriented with attention on process and quality orientation.
- Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc. is a plus
- Strong organizational skills required to insure most effective and timely delivery of service to customers.
- Flexibility required to work outside of defined role.
- Possess ability to both multi-task and manage priorities effectively.
- Fluent Dutch and English is a must
- Fluency in another language such as German, Spanish, French or Italian in your advantage
Bedrijfsprofiel
De organisatie is een succesvolle leverancier van geïntegreerde software – inkoop, verkoop, supply chain, logistiek, finance, distributie, transport, magazijnbeheer etc. Hun producten zijn kwalitatief van zeer hoog niveau en worden wereldwijd gebruikt door o.a. Boeing, Fokker, Ferari, Organon, Damco, Levi Strauss, Kellogg’s, Triumph, Foot Locker en Hertz!
Bedrijfscultuur
De cultuur kenmerkt zich door een informele sfeer en een pragmatische aanpak.
Ze werken met standaards procedures die passen bij hun pragmatische aanpak.
Hechte en enthousiaste team met veel individuele inbreng.
Zeer innovatief en voortdurend bezig om te kijken naar verbetering van processen en software.
Groot individuele inbreng,
Goede doorgroei mogelijkheden en veel aandacht voor loopbaan mogelijkheden en opleidingen en trainingen.
Zeer informele omgeving met enthousiaste en betrokken collega’s!
Diverse leuke sociale activiteiten en evenementen zowel tijdens als buiten kantoor tijden.
Goede arbeidsvoorwaarden:
- maandsalaris
- vakantiegeld
- 28 vakantiedagen
- ruime reiskosten regeling
- goede pensioen regeling
- mogelijkheid tot thuiswerken
- ruim budget voor opleidingen en trainingen
- ruime parkeergelegenheid bij het kantoor
- goed bereikbaar per openbaar vervoer en auto