Support Analyst (AH2978500) paying €36k

Your Role

The Support Analyst will be part of the Problem Management team and act as a coordinator and technical expert. You will be end-to-end responsible for a problem that has its root in one of the company’s business applications (mainly within Infranet, billing system, workflow system, CRM ). You will thoroughly analyze all incoming problems to understand the root causes and find solutions or eliminate the problems all together. The type of issues you will handle may relate to any of the following areas:

• Problems experienced by end-customers (like technical connection, invoice or use of self-service tools) although you will not have direct contact with the end-customer.
• Problems experienced by support employees (using the internal support tools).

This role includes the following activities:

• Building up a solid knowledge across a broad range of processes, tools and products since the issues can relate to any stage of the customer lifecycle.
• Finding the root causes with other technical experts, if needed.
• Discussing possible solutions and temporary workarounds with technical experts.
• Agreeing on a planned solution.
• Keeping the problem updated as well as the stakeholders.
• Verifying the delivered solution solves the reported issues.
• Identifying ways in which to prevent problems from recurring and initiate the implementation of these improvements.
• Identifying improvements to the ways problem support is handled.
• Sharing knowledge and experience with other teams on system usage and processes.

Your Profile

• 2+ year experience in a similar position preferably within an ISP or Telco and in an international environment.
• Strong knowledge of/experience with supporting business applications (billing, CRM, Workflows).
• Basis experience with testing.
• Used to work with technical people.
• Knows how to build a bridge between the system and the user.
• SQL knowledge (at least on an intermediate level).
• Understanding of programming concepts.
• Basic understanding of Database structures.
• ITIL knowledge is a bonus.
• Curious, analytical and enjoys problem solving.
• Quick and eager to learn with an enthusiastic and positive attitude.
• Hands-on, practical approach – Knows how “to get things done”.
• Self starter.
• Excellent English communication skills – both written and spoken.
• HBO minimum in a technical area.
• The employer requires that all applicants have permission to work in The Netherlands/Europe or qualify for the Working Holiday visa (Australian, New Zealand or Canadian citizens only).