Application Support with Dutch and English

AVENGA (Agencja Pracy, nr KRAZ: 8448) is hiring for a role involving support for Volvo business applications used in dealers and workshops, working within a Global DSC Organization with ITIL and DSC Best Practices.

• Background in IT helpdesk and knowledge of ticketing tools, ideally ITSM.
• Fluent in Dutch and English at C2 or native level (C1 may be acceptable in some cases).
• Analytical skills and willingness to help customers.
• Troubleshooting skills.
• Strong soft skills to de-escalate situations quickly.
• Comfortable working in a challenging and pressure environment with frequent direct customer contact.

• Receiving and answering phone calls from end users and registering Service Requests (SR).
• Troubleshooting and resolving SRs using knowledge of Volvo business applications, knowledge base, vendor literature, and team communication.
• Transferring and escalating SRs to other Support Groups and following up on them.
• Informing users about the progress of SRs.
• Maintaining responsibility for the Team SRs.
• Direct contact with users and customers from Sweden, Finland, Norway, Denmark via phone and mail.
• Solving problems in Volvo Dealer's and Workshop's applications requiring business knowledge.
• Operating according to ITIL and DSC Best Practices as part of the Global DSC Organization.

Tools used are mentioned but not specified explicitly in description.