Customer Service Technical Specialist

The Role:

The Software Support Specialist is a member of the Customer Support Services team, who collectively are responsible for sustaining our customers. The Support Specialist provides post-deployment services to enterprise-wide own software solutions for small and large companies. This business unit is an extremely broad platform with a proprietary programming language, more than a hundred modules, highly configurable, and therefore each customer solution is unique. 

The Support Specialist is directly responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, configuration, development, etc.) within the expected response time applicable to the client. He/she also may provide additional support services such as product refreshers and coaching. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month. 

The Support Specialist is an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services.

Responsibilities:

Delivery

·       Provide consulting services to our clients

·       Design, configure, test and deliver fixes and enhancements for client solutions

·       Facilitate client meetings consisting of:

·       Technical expertise

·       Subject matter expertise

·       Coaching / training

·       Troubleshooting

·       Defect management and qualification

·       Comply to Service Level Agreements 

·       Analyze technical feasibility and propose estimates with solutions to meet client requirements

·       Manage client expectations and ensure satisfaction

·       Comply to support processes, best practices, and maintain documentation

Organization

·       Actively participate in own career development and continuous improvement

·       Provide pro-active reporting to the Support manager

·       Update the knowledge base and produce new articles

·       Collaborate with Product Managers and Developers to improve products

·       Comply to internal reporting processes and rules (timesheets, time-off, etc.)

·       Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)

·       Professionally interact with people, both internal and external to the organization through various media 

·       Write clear processes, best practices and other documents

·       Quickly learn a new proprietary software programming language

·       Experienced in use and application of highly specialized technical standards.

·       Provides solutions to a variety of technical problems of moderate scope and complexity.

·       Ability to work under general supervision while following established procedures.

·       Contributes to the completion of milestones associated with specific projects.

·       Experienced with frequent inter-organizational and outside customer contacts.  

·       Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.

Qualifications:

Education

·       At least a 4-year degree in Computer Science or Software Engineering

·       Proficient in at least one programming language

·       Familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies

·       Knowledge of database design concepts

·       Fluent in English

·       Fluent in the local language

·       Proficiency in French can be a plus

Experience

·       2 years of professional experience in a software related field

Skills

·       Leadership & Autonomy

·       Manage own workload and priorities 

·       Complete internal obligations (timesheet, status reports, required training, performance reviews, etc.) 100% on time

·       Escalate effectively and when necessary

·       Able to provide functional coaching to Clients with simple explanations but also drive technical discussions with Client IT and Partner implementation consultants

·       Positive demeanor while providing solution options to challenges

What we offer:

·       An impressive office in a superb location in the vibrant city center of The Hague, overlooking the parliament, and a 4-minute tram ride from Den Haag Central station.

·       Salary commensurate with your skills and experience with a bonus plan.

·       Permanent contract with a probation period of 2 months.

·       The flexibility to balance your time between working from home (up to 3 days) or from our well-equipped offices.

·       25 holidays based on a 40-hour working week.

·       Good pension plan and discount on insurances.

·       Equipment to support working from home including a laptop, screens, sit-stand desk, and chair.

·       Allowances for working from home and travel.

·       Excellent lunch, snacks (with vegan options) and refreshments when in the office.

·       An onsite gym where our in-house personal trainer is more than happy to challenge you with an intensive workout.

·       Free Friday chair massage and a social get-together with colleagues for drinks and chat.

·       A commitment to invest in your personal development through dedicated learning and career development programs and (international) opportunities to grow within the company.

·       Overall, a fun, multicultural, and inclusive, working environment where employee satisfaction and engagement are a top priority.