Technical Support Engineer
SAJ
Job Level
Senior
Tech Stack
CloudERPTableauWordPress
About the role
- Provide support to internal end-users (~800) via service desk platform, email, phone, and face-to-face interactions.
- Be trained in centrally provided systems (CRM, ERP, eMarketing, CMS) and support local offices worldwide.
- Handle support issues and escalate as needed, working with helpdesks of infrastructure & software providers (hosting companies, internet providers, software resellers).
- Create and maintain documentation and an internal online training path, including videos.
- Train small groups of users (mostly at HQ and at local offices).
- Manage day-to-day relationships with external and internal software providers.
- Participate in internal systems development and customization; test new applications, systems, and features.
- Learn from 2nd line support to become increasingly independent.
Requirements
- Customer focused and customer satisfaction is one of your top priorities.
- Fluent English (knowledge of Dutch and/or French is a plus)
- Excellent interpersonal skills
- A keen interest in problem solving & curiosity in IT tech
- Willingness to provide impeccable service
- Flexibility, autonomy, and ability to multitask
- Broad knowledge & interest in IT within various environments (Salesforce, Microsoft O365…)
- Early adopter of new technologies
- Attentive to details
- Familiarity with or ability to learn: WordPress, GES|Visit, Salesforce Marketing Cloud and Social Studio, Business Central, Microsoft O365, Tableau, custom mobile apps
- Comfortable interacting with external software/hardware providers and helpdesks
- Ability to create documentation and train small groups of users
