What the job is about
Are you looking for a customer-oriented job with many variations regarding tasks and responsibilities? Then this role of Support Consultant could be the right fit for you.
You will be part of a multidisciplinary unit that is responsible for delivering solutions to its customers. Part of this unit is dedicated towards new implementations of ‘Miles’ and guides the customer until the go-live and hyper-care period. It is then that the support team, which you’ll be a part of, takes over.
As a Support Consultant you’ll have two roles:
In your Support role, you’ll be the contact point for our customers regarding questions and defects, these will of course be logged through the service desk tool Jira. You’ll give2nd line support so you’ll first make sure you have a qualified understanding of the issue. Afterward, you make the full analysis and assist the implementation of the solution. For specific problems, you can rely on your colleagues in development or a subject expert. You will be responsible for monitoring the progress, planning, and informing the customer about the status of the ticket.
The Business Consultant role focuses on the change requests. You’ll facilitate the requirements gathering, the functional analysis, and the proposal of the solution to the customer. Afterward, you’ll be responsible for guiding the full delivery process. Before the hand-over, you will test the final solution.
Besides the variation between these two roles, you’ll also find variation in the type of questions, issues, and change requests that you will handle. This because ‘Miles’, is a very broad ERP software. So, one day you’ll deal with an issue regarding accounting, the next day an enhancement for contract management or customer relationship management.
Furthermore, because of the close contact with these customers, you’ll be able to help them with the improvement of their business processes or operational performance. For this, you can use your specific experience, knowledge, and creativity.
During the daily scrum meetings, priorities will be set regarding defects and issues. Change requests follow a 2-weekly sprint planning.
Your skills and interests
You have a master’s or bachelor’s degree in IT, engineering, economics, or equivalent
Because of this dual role, it is important that you work organized and manage your time well. Besides that, you also need to be able to handle changing priorities and stressful situations.
You’ll be solving problems on a daily basis, so it’s best that you enjoy doing this. Also, you’ll need a strong analytical mind.
This is a customer-focused role, so communication skills are crucial and this both in Dutch and English, any other language, especially French, is a plus.
You not only handle issues from the customer in a quick and organized manner but can also think together with them and are able to anticipate their needs.
Teamwork is important, not just within the support team but with the developers, business consultants, and project managers. You also have the confidence and determination to handle tickets and change requests by yourself when needed.
What we offer you
The opportunity to be part of a company that has been in business for over 30 years and is doubling in size every 5 years. But still has an informal and familiar atmosphere.
An extensive onboarding program for you to become familiar with the product and the organization.
The possibility to keep learning, acquire the desired skills, and be the driver of your own career.
You’ll work in a modern state-of-the-art office which is easily accessible by public transport. If you come by electric car or bike, we offer safe charging stations, and you can even use our free shared bikes to fetch lunch.
Of course, an attractive salary package based on your knowledge and experience with a company car and other extra-legal benefits.
And in a normal situation, coffee, tea, water, and soft drinks available at the office, occasional after works drinks, a BBQ in the summer, and lots of other fun team events.
