Frontline Support Specialist

Frontline Support Specialist

               The focus for this Specialist role relates directly to the mission of the Sales Technology & Support team (a bridge team between IT and Sales), which develops and supports high quality sales systems and applications to accelerate sales performance and increase transparency. Today, the team is harmonizing 30+ sales applications and dashboards, while driving adoption of standards. The support unit of this team is therefore a critical factor of success towards greater productivity and future technology simplification. The support teams consist of two core functions: Frontline (L1) as core entry point for basic inquiries, trouble shooting and triage. And Experts (L2) for complex technical and business queries that require hands-on support or regional specifications. 90% of inquiries handled by our teams related to deal-critical support and are both transactional and business-oriented in nature.

                As a Frontline Support Specialist, you execute transactional activities related to field inquiries around our internal sales technology. The end-users you support belong to our sales organization and require therefore reliable, qualitative, accurate, and professional help on both transactional and business-related questions. You are a part of a team and expected to work efficiently within and across the organization – this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow. Furthermore, you will develop your process, technology and business knowledge not only resolve but also proactively position the topics you support. As Frontline Support Specialist, you work out of an automated ticketing system but will also provide multichannel support via chat.  

Beneficial competencies & skills: 

• Customer-service attitude: polite, helpful, quality-oriented and inquisitive
• Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems, adhering to SLAs
• Analytical skills: asks the right questions to identify the best solution path
• Fast-learner: curious and dedicated
• Multi-tasking/ prioritization skills
• Good communication skills
• Works well in virtual environments; knows how to build their network

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