Software Support Engineer

Job Title: Software Support Engineer
Contract Type: Permanent
Location: Ghent, East Flanders
Salary: Negotiable
Start Date: ASAP
Reference: 67925-ITBEL-EDT
Contact Name: Elodie Stamm
Contact Email:
Job Published: October 31, 2016 16:00

Job Description

Software Support Engineer

Location: Gent
Start Date: ASAP

Duties and Responsibilities:
The Software Support Engineer is responsible to register, diagnose and resolve customer problems in a fast, cost effective and efficient way. He/she has a focus on a specific region or country but will also work cross-regional.
- You answer and register customer service requests in the CRM system and hereby respect the Service Level Agreement
- You consequently log all actions taken, including labour time
- You diagnose and solve the reported customer problems, making use of remote tools
- You decide on actions to be taken required to resolve a problem if no remote solution is available: involve Global Support, request hotfixes, schedule interventions, etc.
- You proactively inform the customer about the service request status
- You correctly administer own service requests, and focus on MTTR
- You maximize the use of Telescope, knowledge base, etc.
- You keep own knowledge up to date by attending relevant courses or self-study
- You follow the timing and courses to be agreed upon with the Support Coordinator

Personality and values:
- You are analytical and solution oriented, creative in finding workaround
- Time & priority management are important for you
- You have excellent communication skills- like to talk & listen to customers
- You are empathetic - the customers problem is your problem
- You are a team player, you share knowledge with colleagues and help where needed
- You are flexible (opening hours, standby, intervention planning)
- You have a sense of urgency: identify urgent problems and act consequently

Skills and experience:
- You have in depth knowledge about the products and markets you support
- You have a good knowledge about the customers' workflow and business
- You possess a basic knowledge about related products, 3d party, competitive solutions
- You have sufficient IT skills: networking, Mac and Windows OS
- You have excellent language skills - English and one or more local languages
- You have good time & priority management skills, familiar with all products in order to guarantee a professional call registration