Application Support Engineer Customer Service Tooling

Location

Amersfoort

Department

Software Development

Job Level

Medior

Maximizing customer fulfillment is key to any organization’s success
Do you want to facilitate, optimize and extend the best software for the job?

Once upon a time, customer support was provided as an afterthought. Those days are well and truly behind us. And rightly so, because studies show that customers who have an issue resolved with excellence, become more enthusiastic ambassadors for your company than customers with a first time right experience. That may sound paradoxical, but it does underline the value of investing in a first-rate customer support process. And getting that process right, takes more than just attracting a good staff (customer-oriented, expert, authentic); it also requires the best in customer service tooling (flexible, scalable, integrated). Raet develops that tooling. For our own use, and for our customers.

What will you do?
What you (hopefully!) excel at: monitoring, managing and fine tuning customer service applications. In tandem with the business. Using Agile development. More specifically? Think of back office applications that distill FAQs, facilitate ticketing processes or support customer communication. These applications are deployed internally, as well as externally by our valued customers. And this is a particularly exciting time to join our team, as we are in the middle of an transition in which we are phasing out legacy applications (good riddance!) and investing in innovative new tools and technologies. In the process, we are immediately applying our internal learnings to the external customer software, always with scalability and integration with our core eHRM systems (SharePoint and APIs, anyone?) in mind.

Any travel buddies?
Yup! You’ll have about 15 direct colleagues; all IT professionals with a DevOps mentality and a ‘giving back to the community’ spirit. You’ll be collaborating with most of them over hot coffee in Amersfoort, but you’ll also maintain close ties with our nearshoring partners. Business contact is a given, as you’ll actively support end users, e.g. by troubleshooting application/data warehousing issues, configuring applications to satisfy new requirements, coordinating releases and/or by guiding stakeholders through the UAT.

Who would we welcome aboard?
An Application Support Engineer with proven experience in the customer service domain. Where you acquired that experience is irrelevant, be it in customer contact arena, at an e-commerce business or somewhere else where headphones are a prescribed part of the business attire. What matters is that you know the nuts and bolts of back office platforms! Knowledge of chain integration is a welcome bonus, as is experience with virtual teams. And along with ‘hardcore’ skills, we’re looking for a customer-oriented attitude. With one caveat; you’re not afraid to push back (a bit) against the business.

Your tech/application stack
As a minimum, a Bachelor’s Degree in Computer Science or Information Technology Engineering or equivalent work experience
Experience in 4me/ITRP, TopDesk, Service Now or any other ticketing/workflow management system
Familiarity with ITIL Foundations, particularly Service Operations and experience of working in DevOps environment
Basic knowledge of system administration and technical troubleshooting in a Windows network environment
Excellent Excel skills

Where, what and why?
Raet is located in Amersfoort. Here, you’ll meet most of your new colleagues, including 300 IT professionals. At Raet, we work hard, but we don’t believe a competitive culture nets the best results, so the atmosphere is open, inviting and collaborative. As you might expect from an HR-solutions specialist, we offer a benefits package that is a cut above the rest, and not only includes a fair salary and ample opportunities for personal and professional growth, but also flexible work arrangements. Of note: you’ll work in an international setting, where English is the preferred language. Als je dit kunt lezen, is dat natuurlijk wel mooi meegenomen.

 

More Info?

Software development
+31 33 45 06 506 company/raet

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