Provisioning and Support Specialist, Xpertdoc Europe

As the Provisioning and Support Specialist, you will work with our global Technical Support and Customer Success team, and report directly to the Provisioning and Support Manager to deliver customer support and provide software provisioning to both existing and potential customers.

 

Customer-centric, you will be focused on keeping customers satisfied to ensure repeat business. Working in our fast-paced Support department, you will be responsible for managing all customer requests and issues through our ticketing system. Key to the Provisioning & Support position is the ability to listen to the customers and share their feedback to the company.

 

You will ensure our software is provisioned to new customers as a production project. Software provisioning can happen in the public cloud (SaaS on Microsoft Azure), on premises (physical server at the customer site), or in a private cloud environment that is either hosted by Xpertdoc or the customer. You will be able to identify automation opportunities for improved efficiency and better communications.

 

Your Responsibilities

  • Maintain strong customer relationships by delivering high quality support. Look for opportunities to make a positive difference for customers, team members and Xpertdoc.
  • Use and maintain helpdesk tools, monitor tickets and provide troubleshooting to resolve “level 1” problems.
  • Install the software in the public cloud (SaaS), on premises, or in a private cloud environment.
  • Analyze, design, configure, and implement solutions in compliance with Xpertdoc’s standards and customer requirements.
  • Take the initiative to automate processes in the Freshdesk system and Microsoft Dynamics CRM platform.
  • Manage multiple customer requests simultaneously and recognize the urgency and complexity of each request individually.
  • Have a pro-active attitude and willingness to think beyond the scope of a ticket.
  • Identify additional needs (training, consultancy, customizations).
  • Implement and comply to existing SLAs and escalation procedures.
  • Perform support standby outside of regular office business hours.
  • Contribute to internal and public knowledgebase.
  • Provide input to Development to enhance the product offering.

 

Your Experience

  • Bachelor degree in computer science, programming or equivalent in a related field
  • Minimum of 3 years experience in customer service, in a software development environment preferred
  • Strong knowledge of helpdesk systems (Freshdesk)
  • Experience with Microsoft Dynamics 365/CRM
  • Understanding of the basics of server infrastructure and server components
  • Interest and experience in cloud services such as cloud provisioning solutions, and cloud hosting solutions and PaaS inside the cloud

 

Your Personal Skills

  • Customer-centric
  • Excellent listening and questioning skills, combined with the ability to interact confidently with customers to understand their issues and explain the solutions
  • Ethical
  • Sense of initiative and self-sufficient
  • Good understanding of how software and operating systems work
  • Problem-solving and analytical skills
  • Eager to learn
  • Ability to prioritize your workload
  • Excellent English speaking and writing skills

 

Why Join our Team of Xperts?

At Xpertdoc, you will be part of a strong team that respects its employees, society, and environment. You will interact with people from all over the world and get the chance to experience the unique international spirit of Xpertdoc.

 

We offer benefits and programs to help you manage your time at and away from work, to achieve a healthy work/life balance.

 

This full-time position will be based at our European office, located in Hamme (Belgium). Occasional flexible time arrangements may be required to service our global customer base across all time zones.


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