Autoline Aftersales Support Analyst

Quick Facts

• Role: Product Support Analyst (Autoline Aftersales Support), Dutch & English speaking

• Focus: Owning support cases end-to-end and resolving customer issues

Description

You will own and progress support cases to successful closure by investigating, troubleshooting, diagnosing, and resolving problems, with timely escalation when necessary. You’ll communicate clearly with customers and global teams, document resolution steps, and proactively build knowledge of the product suite and associated toolset.

Responsibilities

• Own and progress cases through to resolution using available resources

• Escalate cases in good time

• Respond to customers with empathy and clarity

• Coordinate with team members, other departments, and management for timely resolution

• Document solutions and produce written guidance on resolution steps and procedures

• Perform root cause analysis where necessary

• Identify training gaps and recommend improvements to knowledge media

• Contribute to case reduction initiatives

• Plan and prioritize workload to meet deadlines

• Coach and mentor colleagues to expedite case resolution

Requirements

• Experience working with customers

• Experience in ERP application support

• Ability to support customers at a high level of performance, productivity, and customer satisfaction

• Excellent communication skills in Dutch and English (telephone, virtual methods, written, and verbal)

• Analytical, investigation, problem-solving, and troubleshooting skills

• Ability to explain complex problems simply