Support Consultant

Quick facts

Vianen, Netherlands, Netherlands
Date Posted:
  • 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 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.
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