First Line Support Analyst (Dutch Speaking)
K3 Business Technologies
- Waalwijk, Noord-Brabant
- Vast
- Voltijds
- Respond to requests from customers, partners, and consultants regarding K3’s software and hardware.
- Resolve straightforward cases.
- Proactively obtain required information from customers.
- Deliver concise and informative customer updates using clear and precise language.
- Prioritise work based on the Service Level Agreement.
- Own cases through to resolution even if they are assigned to other teams.
- Clearly and accurately document issues for further diagnostic of the root cause.
- Liaise with FLS and SLS colleagues who may be located in other countries.
- Adhere to established processes to ensure consistent results.
- Identify known issues and document for the whole support team as well as adding other information to the knowledge base which will benefit the team.
- Judge when an issue should be escalated to management and expert technical teams.
- Self-motivated, reliable, conscientious and outcome focused.
- Provide out of hours support to customers on a rota with other team members.
- Helping external customers via multiple communication methods.
- An understanding of the business impact of a customer’s issue.
- A proven methodical problem solving and technical mindset.
- Skilled at simplifying and summarising a problem using clear and precise language.
- Able to perform effectively under pressure, and to manage internal and external expectations around resolution timeframes.
- Self-motivation and able to take responsibility, but knows when to escalate if necessary.
- Liaise and work closely with the appropriate teams on escalated functional and technical issues.
- Fluent Dutch Speaker and excellent with written and verbal English. Other languages would be an advantage.
- Can demonstrate examples of contributing to team spirit and trust through multiple methods including sharing knowledge in a structured format.
- Experience working in Retail or with Retail businesses an advantage.
- A completed MBO/HBO education, preferably in the field of ICT/Computer Science
- Relevant knowledge of IT systems, Hardware, Software in general and Windows (Office365 preferable)