Support Consultant

Quick facts

Location:
Vianen, Netherlands, Netherlands
Date Posted:
08-11-2017
 
  • Works, as part of a dedicated team, for 1st line support for our customers, mainly in the Automotive industry.
  • Is responsible for all activities related to user support services, including receiving, researching and resolving end-user requests.
  • Reports directly to the Manager Operations, but day-to-day operations are led by a Support Consultant Coordinator.
 
 

Responsibilities in Detail:

  • Responsible for handling all queries, incidents and issues through to resolution, raised by customers and/or 3rd parties or as alerted through service monitoring.
  • Works in close collaboration with other departments to achieve consistency of service delivery for all customers as well as consistency in internal processes and procedures.
  • Holds the Support Desk ticket ownership and progression within Service Level Agreements.
  • Liaises with 2nd Level Support and 3rd parties to resolve issues.
  • Takes ownership of escalated customer issues and ensures follow-through to conclusion.
  • Handles all support (email) communications professionally and efficiently, within Service Level Agreements.
  • Notifies customers of any service affecting issues and/or the resolution of those issues, clearly and in a timely manner.
  • Offering “on site solution” support to our customers if necessary.
  • Possesses end-user knowledge of incadea products in all business areas.
 

Skills and Specifications:

  • Ability to deliver consistently professional high quality work, even at a very detailed level in a fast paced environment.
  • Fundamental Microsoft Dynamics NAV and/or Dealer Management Software (DMS) knowledge.
  • Automotive dealership process knowledge is a great advantage.
  • Relevant education (Higher Education (HBO)) or similar through experience.
  • Able to analyze and interpret complicated information and proven problem solving skills.
  • A proven ability to plan, organize, prioritize, manage and track numerous concurrent activities to successful outcomes, with a pragmatic attitude.
  • Team player who is able to create fans and for whom customer satisfaction is key.
  • Assertiveness to create a high performance customer focus.
  • Willing to walk the extra mile.
  • Excellent knowledge of Dutch and good knowledge of English, in writing as well as verbally.
  • You feel comfortable in a rapidly growing organization.
  • Familiar with support and helpdesk procedures and specifics. 


 

Career opportunities

  • Our Support Consultants can advance their career and grow towards the position of Automotive Business Consultant. We invite you to explore the opportunities within our Company.
this job portal is powered by CATS