What the job is about
Are you looking for a customer-oriented job with many variations regarding tasks and responsibilities? Then this role of Support Consultant could be the right fit for you.
You will be part of a multidisciplinary unit that is responsible for delivering solutions to its customers. Part of this unit is dedicated towards new implementations of ‘Miles’ and guides the customer until the go-live and hyper-care period. It is then that the support team, which you’ll be a part of, takes over.
As a Support Consultant you’ll have two roles:
- In your Support role, you’ll be the contact point for our customers regarding questions and defects, these will of course be logged through the service desk tool Jira. You’ll give 2nd line support so you’ll first make sure you have a qualified understanding of the issue. Afterward, you make the full analysis and assist the implementation of the solution. For specific problems, you can rely on your colleagues in development or a subject expert. You will be responsible for monitoring the progress, planning, and informing the customer about the status of the ticket.
- The Business Consultant role focuses on the change requests. You’ll facilitate the requirements gathering, the functional analysis, and the proposal of the solution to the customer. Afterward, you’ll be responsible for guiding the full delivery process. Before the hand-over, you will test the final solution.
Besides the variation between these two roles, you’ll also find variation in the type of questions, issues, and change requests that you will handle. This because ‘Miles’ is a very broad ERP software. So, one day you’ll deal with an issue regarding accounting, the next day an enhancement for contract management or customer relationship management.
Furthermore, because of the close contact with these customers, you’ll be able to help them with the improvement of their business processes or operational performance. For this, you can use your specific experience, knowledge, and creativity.
During the daily scrum meetings, priorities will be set regarding defects and issues. Change requests follow a 2-weekly sprint planning.
Your interests and skills
You have a master’s or bachelor’s degree in IT, engineering, economics, or equivalent.
Because of this dual role, it is important that you work organized and manage your time well. Besides that, you also need to be able to handle changing priorities and stressful situations.
You’ll be solving problems on a daily basis, so it’s best that you enjoy doing this. Also, you’ll need a strong analytical mind.
This is a customer-focused role, so communication skills are crucial and this both in Dutch and English; any other language, especially French, is a plus.
You not only handle issues from the customer in a quick and organized manner but can also think together with them and are able to anticipate their needs.
Teamwork is important, not just within the support team but with the developers, business consultants, and project managers. You also have the confidence and determination to handle tickets and change requests by yourself when needed.
What we offer you
We would like to welcome you to an international and multicultural company that has been operating for over 30 years and is doubling in size every 5 years. Growth is our middle name, while we strongly adhere to our horizontal and open company culture .
You're in the driver's seat of your own career, that's our motto. Your personal development is therefore paramount. During an extensive onboarding program of six months, we make you, with the support of your job coach , familiar with our product and the organization. Even after this period, you will continue to get opportunities to learn and develop yourself further. You’re never alone .
At Sofico you will also work in a modern office that is easily accessible . We have plenty of safe charging points for your electric car or bike, and free shared bicycles available to pick up your lunch.
In return for your efforts, we offer an extensive salary package , including a company car with a fuel card, a bonus system, meal vouchers, and group and hospital insurance. Are you a sporty type? A bike lease is also one of the possibilities! The flexible office hours and opportunities to work from home provide the necessary flexibility within the company.
At Sofico we are strong believers in the power of a good cup of coffee. Water or soft drinks are of course also on the menu. We love our team events . Think after-work drinks, a BBQ, a family day, a company weekend, or a walking dinner with the whole company.
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