Application Support with Dutch

We are currently looking for a highly skilled Application Support Specialist with proficiency in Dutch for our esteemed client in the automotive industry. The ideal candidate will possess a strong background in IT support, particularly in managing and resolving application-related issues. This role demands exceptional language skills, as fluent Dutch is required to effectively communicate with users and customers. Our client values individuals who can bring their technical expertise and excellent customer service abilities to enhance the overall user experience.

Requirements: 

• The ideal candidate will have a background in IT helpdesk support and possess expertise in ticketing tools, preferably within an IT Service Management (ITSM) framework.
• Proficiency in Dutch at a C2 level or native fluency is required, along with fluency in an additional language such as French, Italian, Spanish, or German. 
• The role demands strong analytical abilities, a customer-centric mindset, and effective troubleshooting skills.
• Given the nature of this position, the candidate must be comfortable working in a dynamic and high-pressure environment, frequently engaging directly with customers. Excellent interpersonal and de-escalation skills are essential for managing challenging situations effectively.

Responsibilities:

• Receiving and registering Service Requests (SR) through phone calls from end users. 
• Troubleshooting and resolving SRs utilizing knowledge of business applications used in dealerships and workshops, personal expertise, knowledge bases, vendor documentation, and communication with team members. 
• Transferring and escalating SRs to other Support Groups (SG) as necessary. 
• Tracking and following up on SRs that have been transferred to other SGs. 
• Informing users about the progress of their SRs and maintaining responsibility for the team's SRs. 
• Direct contact with users and customers from Germany, Switzerland, and Austria via phone and email. 
• Resolving issues related to dealership and workshop applications, requiring specific business knowledge. 
• Adhering to established rules and procedures as a member of the Global DSC Organization, including registering, closing, monitoring, and following up on Service Requests. 
• Operating in accordance with ITIL and DSC Best Practices. 
• Performing additional duties as assigned by management. 
• Providing helpdesk support for all of Europe, which includes working during Polish bank holidays to accommodate other countries that may be operational.