Dla swojego strategicznego Klienta - dużej, międzynarodowej firmy, lidera w zakresie dostaw rozwiązań dla logistyki - poszukujemy osoby na stanowisko:
In the support process, Application Support Consultant is the contact for our customers and for internal support regarding: incidents, problems, questions, requests and serves a crucial role in cooperation between our company and customers (mainly first and second support line). Application Support Consultant has overall understanding of all our products, a basic knowledge about logistics (ERP) and communicates well with colleagues, knowing their role within the company.
Role mission:
- Provide professional customer service, care about customers trust and find for them best solutions
- Continuously improve the knowledge of our products
- Solve cases within the Service Level of Agreement
- Good communication with colleagues within company
- Have sufficient knowledge about systems and be able to understand and communicate well with the customers
- Remain open minded, flexible and versatile
- Process customers reported incidents, problems, questions, requests or enquiries
- Securing usage of methodology, policies, support guidelines, tools and process used by our company
- Use defined company tools
- Log and close cases according to support guidelines
- Secure Nilex as a knowledge bank by entering adequate information
- Collect necessary and adequate data
- dentify system and send to the responsible support department
- Prioritize according to customer’s Service Level Agreement and business impact of the incident
- Make sure that all cases are solved within Service Level Agreement
- Notify and alert at any external or internal IT disturbance
- Contribute with multi-tasking capabilities, including different kind of assignments
- Maintaining customers support account
- Day to day running of staffing in the different support lines
- Use experience from previous problems and how they have been solved
- Verify solutions
- Keep track of upcoming solutions and additions created for issues in the systems
- Determine whether the reported incident is chargeable or warranty according to company’s guidelines.
- Locate available resource with relevant role and experience for the problem
- Strong written and oral communication skills in native local language and English
- Strong skill to understand complex problems
- Troubleshooting
- General understanding of logistics and logistic equipment
- Service Agreements
- Case management system
- Basic operative system knowledge (AIX, Windows)
- Basic interface knowledge
- General knowledge in WMS and/or SattStore
- Some insight in OS/DB
- Customer Account Management
- understanding of IT
- Attractive salary and benefits;
- A friendly working atmosphere in a friendly, stimulating and international environment
- Stable work in international structures, in a company with a very good position
- Excellent skills and career development opportunities
- Work with the latest solutions and technologies
- Training abroad