Main Duties and Responsibilities
Pro-actively taking ownership of a wide variety of calls and problems
Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
Regularly updating customers regarding the status of their calls
Escalating calls and seeking advice when appropriate
Alerting senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues
Effectively handling complaints and call escalation requests from customers
Identify calls that are not support calls and dealing with these following the correct procedures for example implementation or change requests
Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
Pro-actively using the Intranet and Knowledgebase to share knowledge and experience
Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
Following and applying the standard Commercial Software Support Procedures and Practices
Undertaking any other projects as required by their Manager or the Service Management Director
De voertaal in het berijf is Engels
Uitstekende arbeidsvoorwaarden Remuneration:
The salary and package are commensurate with the role and experience
. Onze opdrachtgever kent een open, informele en collegiale werksfeer en kenmerkt zich door een laag verloop en vakspecialisten als collega. Het uitwisselen van kennis en ervaring staat centraal evenals de ruimte voor persoonlijke groei.