Technical Support Engineer - Amsterdam
ZyLAB’s industry-leading, modular eDiscovery and enterprise information management technology puts you in command of boundless enterprise data in order to mitigate risk, reduce costs, investigate matters and elicit business productivity and intelligence. ZyLAB is a dominant player in compliance and eDiscovery-related solutions, due in part to our advanced capabilities for multi language support, searching, content analytics, document reviewing and e-mail and records management (for both scanned and electronic documents). Additionally, our eDiscovery system is directly aligned with the Electronic Discovery Reference Model (EDRM) and features modules for forensic sound collection, culling, advanced e-mail conversion (exchange and Lotus Notes) and legal review. ZyLAB’s software is used in many organizations where it is important to have direct access to the right information. Worldwide ZyLAB has more than 7000 clients and more than 500,000 users.
The Job
Interested in joining a global Customer Support team? ZyLAB Customer Support commits to deliver excellent customer support services to customers and resellers for its eDiscovery and Enterprise Information Management technology. For our Amsterdam team we are currently seeking an experienced Technical Support Engineer. You will provide 1st and 2nd line customer support services to ZyLAB customers, resellers and ZyLAB staff representing customers. The Technical Support Engineer is responsible for meeting the service levels in accordance with ZyLAB’s Maintenance and Support policy. You should be fluent in spoken and written English and preferably are fluent in Dutch and German.
Responsibilities
- Intake and administration of all incoming support requests in the ZyLAB CRM
- Provide ZyLAB product support to customers and resellers according ZyLAB’s support procedures in order to resolve support cases in a range of complexity levels
- Guard and meet service levels as agreed in ZYLAB’s Maintenance and Support policy
- Provide technical support and update customers in a timely manner, this in accordance with ZyLAB’s Maintenance and Support policy
- Maintain a strong working relationship with ZyLAB Development and ZyLAB Professional Services ensuring a timely delivery of resolutions to customers
- Customer Support Services are key asset for ZyLAB; the Technical Support Engineer at all times acts as an ambassador
Required skills
- Excellent technical troubleshooting and problem resolutions skills
- Experience in a technical support role
- Understanding of and experience with case handling processes
- In depth knowledge of Microsoft Operating systems; Windows Server; IIS and network technologies
- Solid understanding of XML, HTML, Visual Basic .NET, Microsoft .NET, Microsoft Office and Windows Sysinternals tools
- ZyLAB customer support is a global support organization; the Technical Support Engineer displays a global attitude and is a true team player
- Excellent communication and negotiation skills
What we offer
ZyLAB offers you a position in a pleasurable environment, working together with highly motivated and successful professionals all over the world. To ensure employees can contribute to our success, we provide training, professional development and coaching. We consider our benefits to be competitive.
Apply
Are you interested in joining our Customer Support Team? Please send your CV and a short motivation letter to humanresource@zylab.com. For more detailed information about this opportunity, please contact André Reuvers (Manager Customer Support Services) on andre.reuvers@zylab.com. A background check, assessment test and integrity test are part of our application procedure.