Hybrid Application Support Consultant

at Nextlane

• Job title: Application Support Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Ede, Netherlands

About the role

• Application Support Consultant managing client requests and diagnosing issues in the automotive industry's software solutions. Collaborating globally to improve support processes and client satisfaction.

Responsibilities

• Client Request Management: Handle first / second-level client requests when needed, in line with management protocols.
• Communicate directly with clients or partners via ticketing system, email or phone regarding responses or progress on actions taken.
• Log client requests and their resolutions clearly and accurately in the internal system, following established procedures.
• Issue Diagnosis & Resolution: Analyze and diagnose issues, draft bug reports, and create action plans to resolve identified problems.
• Document and escalate bugs to development teams for resolution.
• Monitor the availability of fixes, validate them according to established processes, and ensure proper resolution is communicated to clients or partners.
• Identify urgent issues and proactively alert a supervisor in case of potential dissatisfaction.
• Process Improvement & Knowledge Sharing: Detect recurring issues and suggest collective actions or corrective measures.
• Provide necessary technical information to internal teams and partners.
• Write documentation, FAQs, and client newsletters based on support feedback and relevant topics.
• Contribute to the growth of the support knowledge base.

Requirements

• Experience: Customer Support within IT, preferably in the automotive industry.
• Languages: Fluent in Dutch at least B2 in English. Other European language is a strong plus.
• Communication: Strong communication skills, both verbal and written.
• Technical Skills: Good IT knowledge.
• Interpersonal Skills: Quick comprehension and analytical thinking.
• Strong ability to build and maintain excellent client relationships.
• Effective communication and reassurance skills.
• Proactive alerting and escalation capabilities.
• Strong organizational skills.
• Ability to share knowledge and learn new skills.
• Ability to synthesize information effectively.

Benefits

• Remote Work: Up to 3 days a week!
• Work-life balance: We have flexible entrance and departure time.
• Summer schedule on Fridays: Start early your weekends!
• Referral Bonus: €1500 for every talent you refer (after 6 months).
• Flexible Remuneration: COBEE platform.
• Private Medical Insurance: Adeslas.
• Continuous Learning: Access to our internal platform for continuous development.
• Vacation: 23 vacation days plus an intensive schedule in July and August.