Senior Application Support – The Netherlands

Senior Application Support – The Netherlands

Our Client (exclusive to Allen Recruitment) has an excellent opportunity to for Senior Application Support person to join become part of a global support team based in The Netherlands. This is an excellent opportunity for a fluent English speaker (No 2nd language required) to gain international experience in a leading multinational.

Responsibilities:
• Respond to questions and issues raised by customers within the agreed SLA.
• Analyzing, Recreating and resolving issues reported by customers within the agreed SLA.
• Building relationship with customers by proactive communication, regular calls and visiting customers where applicable to achieve high customer satisfaction Index.
• Administering the tickets (issues) and following up internally by liaising with product management, account management and development team.
• Attending knowledge sharing sessions from Product & Development and working with new products and features to make sure that the product knowledge is up to date
• Working to continuously to provide feedback to Product & Development to improve the usability and functionality.
• Recreating customer environments where necessary to recreate and analyze the issues.
• Assisting customers with analyzing high priority issues using remote access to connect to customer environments
• Providing training to new support members
• Escalating important issues to the management.
• Generating and managing a knowledge base, used by customers prior to reporting issues to Asset Control.
• Travelling to customers to troubleshoot and resolve the issues if necessary
• Working as a standby during the non-business hours to cover 24*7 for urgent production issues from customers
Required qualifications, knowledge and experience
Requirements
• Bachelor’s degree in computer sciences, finance or sciences
• Knowledge of related technologies (Unix, SQL, Oracle/Sybase, Java).
• Programming/debugging knowledge of e.g. Shell scripts, Perl and Java.
• Proficient in using Support tools
• Fluent English

Technologies: (no need to code but read, write scripts, debug)
• Windows
• SQL (Normalization, Consolidation etc)
• Unix
• Oracle/Sybase
• Support tools
• Shell scripting

Keywords:
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