Technical Support Engineer, Benelux
Overview
Interested in giving Technical Support to our customers around the globe? We are SDL Tridion, Europe’s leading provider of Web Content Management Software. Currently we have a vacancy in our Amsterdam office for a Technical Support Engineer.
About SDL Tridion
SDL Tridion is headquartered in Amsterdam with offices in Belgium, France, Sweden, Spain, the United Kingdom and the US. Our solutions create competitive advantage for enterprises by helping them make effective and efficient use of content. SDL Tridion R5 enables enterprises to aggregate a common view on content from various sources and manage and deliver all content in multiple formats and languages to numerous Web sites, channels and online applications. SDL Tridion’s unique single sourcing and Blueprint Management concept offer enterprises a leading ROI for complex content management infrastructures. Many well-known organisations use SDL Tridion’s software as the basis of their content management processes. These include Akzo Nobel, Heineken, Honda Europe, ING Real Estate, KLM and Unilever.
Customer Support
You will be part of the Tridion Customer Support Centre within Tridion Professional Services. High customer satisfaction and reference-able customers are the ultimate goal. Located in Amsterdam and New York, the Tridion Global Customer Support Centre provides support services to its customers around the globe. Tridion Customer Support maintains a strong working relationship with the Tridion Research and Development Department in order to ensure timely delivery of software fixes to its customers.
It is Tridion’s philosophy that Support Services are a true differentiator. That’s why everything we do is done with the customer’s experience in mind. Tridion Customer Support Centre has strong growth targets for the next two years.
Roles and Responsibilities
The Technical Support Engineer is guarding and meeting service level as agreed with customers, partners and the internal organization. The Technical Support Engineer is responsible for dealing with incoming 1st level and 2nd level support requests from Tridion’s customers and partners. High customer satisfaction and reference-able customers are the ultimate goal.
Result areas
- Customer satisfaction by providing product support to customers, partners and consultants according to the support procedures in order to resolve problems from different complexity levels.
- Provides technical support and updates customers and partners in a timely manner, this in accordance with the support and maintenance agreements.
- Strong working relationship with the Tridion Research and Development department in order to ensure timely delivery of resolutions to its customers and partners.
- Drive the resolution of support tickets reported to Tridion Customer Support by applying product knowledge, technical expertise and problem solving skills.
- Provides on-site support at given situations.
- Proactively writes Knowledge base articles.
Reporting
The Technical Support Engineer reports to Manager Customer Support in Amsterdam, the Netherlands.
Skills, Experience and Personality
The Technical Support Engineer is highly service minded and has experience in a technical support role. As a support professional you have an excellent feeling for customer needs and the ability to communicate that to the rest of the organization. The Technical Support Engineers can shift priorities quickly and displays a positive approach when facing obstacles. As a Technical Support Engineer you quickly learn new technologies and products.
- Furthermore you possess:
- Thorough knowledge of Windows NT/2000/XP, IIS, XML, Visual Basic and HTML.
- Good knowledge of SQL, XSLT, JSP, ASP, .NET and JAVA.
- Familiarity with IBM Websphere, BEA, Apache Tomcat , Unix/Linux, MS SQL and Oracle.
- Experience in Web Content Management.
- Excellent Dutch and English verbal communication skills. Spanish, French and German is desirable.
Interested? Please send your application and resume in English to jobs@tridion.com