What we are looking for: 

We need someone that is resourceful in getting things done – a team player that is both independent, collaborative, and comfortable taking ownership of problems and issues raised by clients. Someone who is adept at doing self-driven research or asking the other team members questions where they are most knowledgeable.  Our ideal teammate is constantly looking to learn something new and become better at what they do. Experience of successful customer service in software applications and IT, investigation and problem-solving skills are a must.

Experience and skills required:

Must have working experience in:

Fluency in German is a must;

Running SQL queries on databases;

Ability to reproduce errors and troubleshoot issues using error logs, SQL queries, reviewing previous tickets, knowledge base articles, debug tools, etc;

Ensure completion of tasks, taking full ownership of tickets, maintaining consistent communication with all affected parties;

Ability to setup and configure web applications on Windows servers (e.g., SQL server, .NET application, IIS);

Solid understanding of SAAS solutions (Cloud);

Excellent written and verbal communication and interpersonal skills, with an ability to communicate effectively and professionally in both technical and non-technical language.

Desirable Working Experience in:

Authentication methods and security;

Procmon, Wireshark, Fiddlercap, SQL profiler and regedit;

Fluency in either French or Dutch is a plus.

Responsibilities:

Answering/resolving cases within ticketing system.

Remotely connect to customer environments.

Meeting SLA requirements.

Ability to meet and maintain customer support KPI targets.

Test, identify and document defects for the attention of the development team.

Contribute to the knowledgebase with up-to-date solutions.

Build strong working relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities for improvements.

Become a subject matter expert (SME) for various technical and product related functionalities,

Adhere to and improve on current support processes.

Learn, support, and investigate the functionality of the software at all levels.

Working patterns include a shift pattern (8:30am - 4.30pm or 9.30am - 5:30pm) as required by team schedules.

There is no regular travel requirement in the role, although occasional trips within EMEA may be required.

Personal Attributes:

Motivated self-starter with the ability to manage their time and work both autonomously and as part of a team.

Willingness and the ability to learn and grow into any skill mentioned above.

Able to perform well under pressure in a fast-paced environment.

Ability to think outside the box.

Ability to prioritise effectively and multi-task.