As a member of the BP & PI Helpdesk (Brand Protection & Packaging Intelligence), you will be part of an international team that provides software support on automated labelling, coding, and anti-counterfeiting solutions for customers in various markets such as pharma and food & beverages.
What you will do
* Be the first point of contact for software claims by building trust with customers through proactive communication on ticket updates, participating in meetings with stakeholders, collecting information, and setting action plans.
* Follow up internally with other teams to ensure solutions are delivered on time.
* Open tickets in a case management system, capturing all relevant incident information.
* Solve basic software issues and escalate to L2/L3 tiers when necessary.
* Proactively follow up with customers to ensure issue resolution.
* Develop and maintain technical and operational competencies on our products, third-party software, and devices involved in the project scope (printers, scanners, PLC) through study, training, and hands-on experience.
* Identify and prioritize issues appropriately.
* Maintain up-to-date project documentation.
* Perform other duties as needed within the team.
What you need to have
* Higher education and/or experience directly related to the duties and responsibilities specified.
* Experience in supporting or delivering software solutions is a plus.
* Experience with a ticket management system is a plus.
* Excellent written and spoken English; French, Spanish, or Dutch would be a great plus.
* Excellent communication skills, both spoken and written.
* Good reasoning ability, including defining problems, analyzing data, and establishing facts.
* Effective listening skills.
* Customer and result-driven mindset.
* Ability to prioritize appropriately and multitask effectively.
* Strong team player with flexibility and the ability to work effectively under pressure in a fast-paced, changing environment.
* Collaborative entrepreneurial spirit with a focus on winning through customers.
* High ethical standards, openness, and trust.
* Expectations for results, respect, and valuing people.
If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or genetic information.
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