As Technical Support Specialist, you are responsible for investigating and solving issues / incidents raised by our customers.
Your day-to-day tasks and knowledge consist of checking issues in system configurations, message flow configurations, message mappings, etc.
You are part of the EMEA Expertise Centre Team and co-operate closely with other teams such as professional services, research & development and product development.
TASKS AND RESPONSIBILITIES
You are responsible for solving incidents and service requests from our customers and getting familiar with the different set-ups from these customers.
You communicate with our customers, update them and solve issues in co-operation with different teams from Descartes.
You can understand mappings between different formats (EDI, XML, ANSI or log files) using various tools.
You are a central source of technical knowledge and will assist other Descartes teams (professional services, research and development).
You can support the customer and our internal departments in translating the business support questions and translate this to our technical second line (and vise versa).
You develop detailed technical knowledge on the system and the set-up of customers.
You consult and train customers on the use of the (standard / basic) system and processes to follow.
You collaborate with other teams in different locations to resolve issues that span multiple products.
Manage customer expectation.
You help drive down tickets raised by customer by analysing the sort and number of tickets and where needed involve product management and research & development to ensure product enhancements.
SKILLS AND ATTITUDE
You have an HBO+ level education in computer sciences and / or relevant comparable working experience in a technical ICT environment.
You are fluent in English, both verbal as well as in writing. Being able to speak Dutch is convenient.
You can analyse complex technical problems in detail.
You are flexible and stress resistant.
You are customer focussed.
You possess strong communication-, documentation- and presentation skills.
You handle multiple issues and work independently as well as in a team.
You are service oriented, and solution driven.
You possess highly developed problem-solving skills.
You are a self-starter and willing to learn.
You have experience with different kinds of shipments, land, sea, air, parcel.
EDI (EDIFACT, ANSI X12), API, XML and ASCII file integration.
XSD, XPATH, XSLT.
VAN, FTP, HTTP(s), AS2, Webservices.
Knowledge of Scripting (PHP, Perl, PowerShell, Batchfiles) is considered an asset.
Excellent knowledge of English is required, and good knowledge of Dutch is considered an asset.
You work either from home or at our offices in the Benelux.
We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth.
You will have an opportunity to contribute new ideas and we welcome your fresh perspective. We offer an attractive compensation package.