Technical Support Specialist
About DECIDE4ACTION
DECIDE4ACTION offers a suite of software dedicated to the manufacturing industry. From production line monitoring to ERP systems, as well as laboratory and warehouse management systems, our product range adapts to the diverse needs of businesses.
About the Position
DECIDE4ACTION is looking for a Technical Support Specialist to join our organization, bringing a versatile personality, a positive attitude, and strong problem-solving skills to our team. The aim of the position is to support the user and lead customer to sucess with our products.
Technical Support & User management:

• Handle daily user queries and triage issues eficiently on our ticketing system
• Maintain and report user issues to the development team
• Building and maintaining a trusted relationship with our clients
• Manage new user requests, from access management to software update and troubleshooting.

Change Management:

• Oversee Change Requests from quotation to invoicing, in collaboration with the Account Manager.
• Ensure all content changes for user guides are managed and implemented accurately

Training & Development:

• Conduct training sessions (on site or remotely) as requested to enhance user understanding and capability
• Develop and maintain our on line Wiki with other trainers

Communication & Collaboration:

• Communicate with your international colleagues (from France, Canada & USA) to ensure customer satisfaction and improve the products and services.

Projects & Deployment:

• Installing and configuring our software on client servers
• Ensuring proper software functionality after setup
• Analyzing and troubleshooting software by leveraging your analytical abilities and insight

Testing & Quality Assurance:

• Participate to UAT tests before the release to ensure new features and functionalities meet client needs and quality standards

If you enjoy traveling, you may have the opportunity to visit some of our clients in Europe (Netherlands, France, Belgium…).
Motivation is key for this role. Our company is growing fast, and we are looking for someone autonomous, proactive, and who knows how to show initiative.
Not clear enough? Here are some examples of daily tasks:

• Explaining to a client how to interpret their machine data
• Configuring our production line monitoring software by understanding the line, measurement points, checking tag connections, and setting them up in the database
• Connecting with a client in Europe to update their software and ensure everything runs smoothly before production resumes
• Participating in project meetings to understand the scope of a mission
• Brainstorming with the team on how to resolve an issue for a client
• Connecting to a client’s server to verify data accuracy before next week's training

Qualifications
To fit this role, you should have:

• Bachelor's degree in Information Technology, Business Administration, or related field
• 2-3 years experience in a technical support role
• Exceptional communication and interpersonal skills, with the ability to engage efectively with both technical and non-technical stakeholders
• Experience or knowledge in SQL Databases (be able to navigate in Database, update data…)
• Network skills (SSL certificates, Windows, Firewall…)
• Knowledge in Windows architecture
• Experience in conducting training sessions
• Eagerness to learn
• Ability to work independently and manage multiple tasks and deadlines in a fastpaced environment

Bonus points if you have:

• Knowledge of databases and cloud-based services
• Experience with reporting tools such as Crystal Reports

Job Type: Full-time
Language:

• Dutch (Required)
• English (Required)

Work authorization:

• Netherlands (Required)

Work Location: Hybrid remote in 5232 Den Bosch