Support Consultant

We are looking for a Support Consultant who preferably has previous experience providing customer support.

The Support Consultant is responsible for our clients' day-to-day assistance in using our enterprise software application.

Our ideal candidate can work alone or together with assigned team members to provide timely and professional support and issue resolution for clients. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions.

Your Tasks:

• Providing Technical Support for incoming support requests that our 1st line was not able to resolve;
• Consulting of customers regarding our own solutions via telephone and email;
• Follow up and clearing of support requests via our support tool (ServiceNow) with respect to the agreed SLA;
• Collaboration with Support Engineers and other internal teams such as R&D or Operations to provide timely resolutions.

Skills & Requirements

While we have our own motivational instruments, in this digital world, we believe that to meet halfway, you must be a self-motivated and self-managed person. Also, considering our growth mindset culture, we expect from you to be open to feedback and continuous improvement.

Our HR will be sharing with you relevant Regular Expression, XML & SQL learning material so you can prepare in advance and have the answers ready for the short technical discussion. Please take your time to prepare to make sure we make good use of our time together!

To be successful in this position we would like you to have:

• Relevant experience in IT: SSO, Active Directory, Identity and Access Management (Roles, Groups, Policies, Permissions), TCP/IP Networking/Firewalls knowledge;
• An understanding of API architecture, including REST principles, would be advantageous.
• Basic knowledge regarding PEPPOL Network.
• Prior experience with Splunk for monitoring or log analysis is a plus.
• The ability to lead customer calls;
• Customer and people skills;
• Strong sense of urgency and attention to detail;
• Can work per defined procedures;
• The ability to create structured documentation;
• Troubleshooting skills (considering long scripts and logs that we use);
• Support ticketing tool experience is a plus.

Required Skills And Behavior:

• You are customer oriented;
• You are a quick learner and you are eager to learn new things;
• Knowledge of EDI, XML, XSLT and Regular Expressions;
• Basic understanding of invoice flow between companies;
• Basic knowledge of data transfer protocols (HTTP(S), (S)FTP, OFTP2, AS2) is a plus;
• Strong customer communication skills in English, other languages are plus.
• High adaptability ; ability to quickly learn and master new, proprietary systems and technologies.