Associate Application Support Consultant, Swedish speaking

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Serve as the primary point of contact for customer inquiries regarding IT and business applications.

• Deliver professional, efficient, and effective support while resolving customer support cases.

• Advance issues to resolution by coordinating with colleagues and the R&D team as needed.

• Investigate, track, and document application defects thoroughly.

• Identify potential escalation risks and arrange for additional resources for further investigation.

• Manage customer escalations and take ownership of complex issues, keeping customers informed throughout the process.

• Adhere to information security standards, business procedures, policies, and ISO regulations.

• Investigate, document, and propose process improvements to enhance the customer experience.

• Recognize opportunities for service improvements or billable activities and escalate them through the proper channels.

• Maintain a personal development plan focused on product/technical knowledge and soft skill enhancement.

• Train and guide less experienced team members on product knowledge, skills, and processes.

• Collaborate effectively to support colleagues.

⛳️ Requirements

• Proficient in English, both spoken and written.

• Proficient in Swedish, both spoken and written.

• Strong analytical and problem-solving skills.

• A background in finance or accounting is an advantage.

• Familiarity with Microsoft technologies, workplace processes, and IT infrastructure.

• Outstanding customer-facing abilities with a focus on delivering exceptional customer service.

• Experience in finance or familiarity with financial software is beneficial.

• Previous experience in a customer service setting is a plus.

• Capacity to manage time effectively, prioritize tasks, and meet deadlines.

• Maintain a friendly, professional demeanor with a positive, enthusiastic approach.

• Ability to take initiative and work autonomously as well as collaboratively within a team.

• Capacity to thrive in a dual working environment.

• Knowledge of a Unit4 ERP module or other relevant modules is advantageous.

• Familiarity or experience with ServiceNow and ITIL practices.

• May require security clearance and background checks for projects involving sensitive customer data.

🏝️ Benefits

• Flexible Leave Paid Time Off policy.

• Opportunities for remote work.

• Global Wellbeing Days.

• Growth opportunities with access to tools and guidance.

• Collaborate with talented colleagues, role models, and mentors.

• Engage in sustainability initiatives through the Environmental, Social, and Governance strategy and Act4Good programme.

• Enjoy a safe and inclusive working environment.

• Participate in Employee Resource Groups open to all.