Hybrid Tier 1 Aftersales Support Analyst, Dutch Speaking

at &Evolve

• Job title: Tier 1 Aftersales Support Analyst, Dutch Speaking
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ERP
• Location requirements: Hybrid, Prague, Czechia

About the role

• Product Support Analyst resolving technical issues and providing support for Keyloop’s products. Collaborating with global teams while ensuring excellent customer service and satisfaction.

Responsibilities

• Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
• Escalating a case in good time.
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
• Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
• Documenting solutions and producing written guidance on resolution steps and procedures.
• Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
• Self-Motivation & initiative to aid your investigation process and career development.
• Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
• Ensuring root cause analysis is carried out where necessary.
• Identify training gaps in our knowledge media and recommend areas for improvement.
• Actively contribute to case reduction initiatives.

Requirements

• Ability to efficiently plan and prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product/module.
• Investigation, analytical, problem solving and troubleshooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in Dutch and English language.
• Able to articulate simply complex problems or issues.
• Knowledge and understanding of customer expectations.
• Ability to influence and overcome objections.
• Ability to interact with multiple levels of Keyloop customers and associates.
• Experience of supporting customers to a high level of performance, productivity and customer satisfaction.
• ERP Application support.

Benefits

• An inclusive environment to thrive
• Be rewarded for your efforts
• Opportunities for training and support
• Development culture which fosters support and collaboration.