Support Analyst
4 weken geleden
A Support Analyst provides technical assistance to customers, partners, and implementation teams. This role involves logging and investigating cases, resolving issues, and ensuring timely completion while keeping customers informed.
The ideal candidate will possess good knowledge of K3's core products and some non-core products, applying methodical problem-solving skills to investigate customer issues and collaborate with other teams when necessary.
Key Responsibilities- Respond to customer inquiries and resolve straightforward cases.
- Proactively gather necessary information from customers.
- Deliver clear and concise customer updates using precise language.
- Prioritize work based on Service Level Agreements.
- Own cases through to resolution, even if assigned to other teams.
- Document issues for further diagnostic analysis.
- Liaise with FLS and SLS colleagues in other countries.
- Adhere to established processes for consistent results.
- Identify known issues and document for the support team, adding valuable information to the knowledge base.
- Judge when to escalate issues to management and expert technical teams.
- Provide out-of-hours support to customers on a rotating schedule with other team members.
- Excellent communication and problem-solving skills.
- Good knowledge of K3's core products and some non-core products.
- Fluent Dutch speaker with excellent written and verbal English skills.
- Ability to work effectively under pressure and manage internal and external expectations.
- Self-motivation and ability to take responsibility, knowing when to escalate when necessary.
- Liaise and work closely with other teams on escalated functional and technical issues.
- Relevant knowledge of IT systems, hardware, and software, including Windows (Office365 preferable).
This role is based in Waalwijk, The Netherlands, with a flexible/hybrid work arrangement allowing for remote work from home and in the office at least two days a week.
As a K3 employee, you can expect an attractive salary, an ambitious and international work atmosphere, appealing secondary benefits, and opportunities for professional and personal growth in a dynamic and evolving business environment.
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