Customer Support Engineer

The role reports to the Head of Customer Support, and the position holder is part of the Product Team. Main objectives of the role Focus on customer satisfaction with the product and provide the first-line support. Specialisation Customer Support SaaS FMCG/CPG Key processes in the role Build extensive knowledge of our SAAS product platform and support our customers in using it. Supporting end customers with complex questions. Providing extended and elaborated answers on business & how to questions from customers. Participating in ongoing education for Customer Support Managers. Collaborate and communicate with the Development teams, Product Support and Customers Requirements Bachelors degree in business, IT, Engineering or Economics. 4-8 years of experience in a similar role in the IT Industry. Solid knowledge of SaaS (Software as a Service). Multitasking is your second nature, and you have a proactive + Customer First mindset. 3+ years of experience providing support for ERP systems, preferably SAP. Familiarity with ERP/SAP integration processes and data migration. Understanding of ERP/SAP functionalities, modules and data structures. Understanding of technicalities like Integrations (APIs, ETL, ELT), analysing logs, identifying errors in logs, etc. Experience in looking into code, changing configuration, and analysing if it's a development bug or a product bug. Profound understanding of the support processes. Should know where to route tickets further and know how to manage customer escalations. Outstanding customer service skills. Knowledge of Fast-Moving Consumer Goods (FMCG)/ Consumer Packaged Goods (CPG) industry/domain is preferable. Excellent verbal and written communication skills in the English language The role reports to the Head of Customer Support, and the position holder is part of the Product Team. Main objectives of the role Focus on customer satisfaction with the product and provide the first-line support. Specialisation Customer Support SaaS FMCG/CPG Key processes in the role Build extensive knowledge of our SAAS product platform and support our customers in using it. Supporting end customers with complex questions. Providing extended and elaborated answers on business & how to questions from customers. Participating in ongoing education for Customer Support Managers. Collaborate and communicate with the Development teams, Product Support and Customers Requirements Bachelors degree in business, IT, Engineering or Economics. 4-8 years of experience in a similar role in the IT Industry. Solid knowledge of SaaS (Software as a Service). Multitasking is your second nature, and you have a proactive + Customer First mindset. 3+ years of experience providing support for ERP systems, preferably SAP. Familiarity with ERP/SAP integration processes and data migration. Understanding of ERP/SAP functionalities, modules and data structures. Understanding of technicalities like Integrations (APIs, ETL, ELT), analysing logs, identifying errors in logs, etc. Experience in looking into code, changing configuration, and analysing if it's a development bug or a product bug. Profound understanding of the support processes. Should know where to route tickets further and know how to manage customer escalations. Outstanding customer service skills. Knowledge of Fast-Moving Consumer Goods (FMCG)/ Consumer Packaged Goods (CPG) industry/domain is preferable. Excellent verbal and written communication skills in the English language