Eric Kuik
“If you are not doing what you love, you are wasting your time.”

Remote Technical Support Consultant

Koninklijke Philips N.V.

9058458 | BEST | Detachering | HBO | publicatiedatum 

Solliciteer

Over de functie

To solve all incidents at our customers on a timely manner or escalate incidents to problem management and provide technical consultancy.
Remote Support Consultants also help bring value to customers by delivering on an extended service portfolio via proactive services, performance assurance, and extended service windows.

Customer support process

  • Call acceptance and determine the support level rights of a customer.
  • Analyse customer events and determine if it is a incident or problem.
  • Solving customer incidents remotely
  • Determine if site delivery managers or application consultant needs to go onsite for event analyses or incident solving
  • Timely escalation of incidents to second line support, to assure that events are solved within the SLA time frame.
  • Provide regular feedback on event status of severity level 1, 2 , 3 and 4 to customer or client service manager.
  • Monitoring if events forwarded to third party are solved within the agreed SLA with the vendor, incase needed escalate to client service manager.
  • Closing of events
  • Remote monitoring of customer solutions if part of the service contract
  • Provide pro-active remote support and system management if part of the service contract
  • Remote installation and testing of hotfixes, updates and upgrades.
  • Logging of customer change request
Order realization process
  • Support client service manager in preparation of the service desk for a customer.
  • Support project manager during the go live process, in providing the remote support.
Customer support
  • Support level 2 & 3 support in solving problems​
  • Support client service manager in creating the monthly customer statistics and management report

Functie-eisen

  • Bachelor degree in ICT
  • Certified in MS Server, Client, SQL
  • Certified in Oracle database administrator
  • Certified in Cisco Network, Design associate/professional
  • Experience in HL7, DICOM, IHE.
  • Experience of Healthcare IT
  • 2 years experience in a remote support desk
Competencies required
Delight customer
  • Listening to customer
  • Proactive contact customers
  • Upfront agree on actions
  • Build customer trust
Deliver great results
  • Think out of the box
  • Timely escalate
  • Have clear plan of approach
  • Systematic customer feedback
Depend on each other
  • Constructive team participation
  • Finish own activities
  • Share information
Develop people
  • Active knowledge sharing
  • Organize knowledge meetings
  • Support others

Arbeidsvoorwaarden

We offer you an interesting job for a longer term at a leading company in the region. Yacht offers you beautiful study and development opportunities and is an employer who always looks for the best match and allows you to optimize your duty in your job!
 

  • This is a contracting position.
  • This position can be both: contracting of freelance.
  • Work location: Best
  • Period: start date to be determined). 

Bedrijfsinformatie

                 
                 

Contactinformatie

Voor meer informatie neem je contact op met Jamie van Raaij via telefoonnummer 06-82047447

Werken voor Yacht
Yacht is dé organisatie van en voor professionals. Wij verbinden professionals en organisaties die het verschil willen maken. Ons doel is optimaal resultaat: jou als professional uitdagend werk bieden waarmee jij de organisaties van onze opdrachtgevers blijvend verbetert. Behoor jij tot de beste professionals in jouw vak? Wil je samen met vakgenoten het verschil maken bij toonaangevende organisaties? Dan willen we jou graag leren kennen.

Solliciteer

Uiteraard staat deze vacature open voor zowel mannen als vrouwen.