TECHNICAL SUPPORT CONSULTANT

This listing is for the MPO office in Rotterdam (the Netherlands)

THE CHALLENGE

If you have a passion for solving complex technical issues, enjoy taking on challenges, wish to provide the best possible customer experience, and are able to do this within strict SLA time frames, then you might be interested in becoming part of our MPO Service Desk All-Stars team.

WHO WE ARE
MPO is a disruptive global cloud platform for Supply Chain Orchestration. Our platform provides Control Tower, Supply Chain Visibility, OMS, and TMS capabilities, and integrates with E-Stores, ERP, WMS, and carriers to optimize all orders, transportation, and inventory for inbound, outbound, and return flows. With offices in Boston, Rotterdam, Tokyo, and Hyderabad, MPO processes over 2 million orders per day in critical supply chains for over 200 leading brand owners and logistics service providers who use MPO to enable perfect order fulfillment and Amazon-level customer experience in B2B and B2C markets.

YOUR DAY
First you help yourself to a stacked Latté Macchiato, because no one can be expected to perform properly without the right juice to fire you up. You spend about an hour answering customer questions to ensure they're able to do their jobs well. After that, you check your Kanban board to find other challenges to conquer. Halfway through the day, you and your team have cleared most of the board, prevented 2 potentially major issues, answered 5 phone calls, replied to 20 emails, and realized you still have time to help your Solution Consultant colleagues with some Service Requests. Because this is what you do: You get things done then look for more to do. You think about what you can improve for your customers, the company, your team, and yourself. And when your family asks what kind of work you do, you tell them that you are responsible for millions of people worldwide to enjoy on-time delivery. Real heroes do not need a cape. But feel free to add it to your attire.

RESPONSIBILITIES

• Customer Support Communication: Attending to customers and pro-active notifications, problem resolution, system maintenance, and change delivery
• Support Workflow Control: Classifying customer service requests, allocating work orders to expert teams, and controling execution against Service Level Agreements. But this is not new for you, since you are an ITIL master, right? (if not, Google it)
• Problem Management: Answering standard questions, resolving basic problems, and defining structural improvements, including root cause analysis
  
• Change Management: Managing the process of change requests, quotation, approval, and planning, as well as monitoring change delivery to customers
  

THE IDEAL CANDIDATE

• When you were in primary school and your teachers asked what you wanted to become, you answered: Technical Support Consultant
• Being proactive is not your target, it’s your default
• You ooze positivity, negativity does not belong in your dictionary
• You’re the person your family calls whenever anything with an electricity plug is not working

REQUIREMENTS

• Several years of experience in Service Management
• Supply chain expertise and customer support skills
• Passion for the profession
• Entrepreneurial spirit
• Natural helper
• Excellent in English

WOULD REALLY HELP IF YOU...

• Are able to run some basic SQL queries
• Are familiar with JIRA/Atlassian products
• Have seen a log file before in your life (or some basic Unix knowledge)
• Understand that Java is not just an island
  
• Are a high school or university graduate
• Are able to make this list bigger for our next team expansion
  

WHY WORK AT MPO

At MPO you will create an innovative cloud platform recognized in the global marketplace, join an enthusiastic team of talented professionals, and gain opportunities to develop your skills and grow your knowledge. The company culture at MPO is open and informal. Our people have a passion for technology and combine this with a ‘can do’ mentality to create innovative solutions for our worldwide customers. In return for the innovative and challenging work, MPO provides excellent benefits and compensation.

HOW TO APPLY

Fill out the form below and please provide your cover letter and resume.

For further information, call +31-10-290 03 04 and ask for Robin Slieker.

For information about the application procedure, please contact Marja Souer, tel: +31-10-290 03 04 or email: hr@mpo.com. 

A certificate of good conduct (VOG) is required for final acceptance for the vacancy. 

All applications from employment agencies will be ignored. MPO will not pay any fees for unsolicited resumes.