User Support Consultant

As a User Support Consultant at Netcompany-Intrasoft, your daily responsibilities will include receiving and categorizing user incidents and service requests, monitoring the progress of support tickets, and ensuring users are informed about their status. You'll also create tickets proactively, draft user documentation like manuals, and provide training sessions to enhance user experience.

To qualify for the User Support Consultant role at Netcompany-Intrasoft, you should have a minimum of 3 years' experience in the ICT sector, ideally in user support. A working knowledge of ticketing tools such as Service Now is advantageous, along with an ITIL Foundation certification. Strong communication skills in English are essential, and knowledge of additional languages is a plus.

The work environment for a User Support Consultant at Netcompany-Intrasoft is modern and collaborative, with a hybrid working model that allows for both office and remote work. You'll be part of a vibrant team of over 2,000 tech enthusiasts, working in sustainable offices designed to foster creativity and productivity.

Netcompany-Intrasoft provides various continuous learning opportunities for User Support Consultants, including unlimited access to Udemy for Business, ad-hoc training sessions, and personalized development plans focused on career growth. This commitment ensures you have the resources to advance your skills and expertise.

As a User Support Consultant at Netcompany-Intrasoft, you'll enjoy a competitive compensation package that includes health and life insurance, a meal and commuting allowance, and well-being activities on premises. We believe in taking care of our employees so they can thrive both personally and professionally.

Absolutely! When answering this question, highlight your familiarity with ticketing systems like Service Now, detailing specific tasks you performed such as tracking incidents, categorizing requests, and monitoring ticket progress. Employers appreciate real-world examples that demonstrate your efficiency in managing support tickets.

In response to this question, explain your method for prioritizing based on urgency and impact. You might address how you utilize a triage system or follow guidelines for escalation to ensure that critical issues are resolved promptly, showcasing your ability to handle high-pressure situations effectively.

When discussing your approach to drafting user documentation, emphasize the importance of clarity and user-friendliness. Talk about how you gather user feedback to ensure your documentation meets their needs and how you simplify complex technical processes into easy-to-follow instructions.

For this question, narrate a specific incident that outlines the challenge you faced, the steps you took to resolve it, and the outcome. Use this opportunity to highlight your problem-solving skills and ability to remain calm under pressure while providing excellent customer service.

Describe your communication strategy when dealing with users regarding their tickets. Mention the frequency of updates, whether you use automated systems, and the importance of setting expectations for resolution timelines. Highlighting a proactive and transparent communication style is crucial here.

Discuss your perspective on teamwork in user support, emphasizing how collaboration with other team members enhances efficiency and improves problem-solving. Share examples of successful collaborations that led to improved user satisfaction or streamlined support processes.

When addressing this, convey your organizational techniques, like using ticketing tools effectively to track progress and deadlines. Mention your ability to prioritize based on urgency and the importance of thorough documentation to manage overlapping support requests efficiently.

In your response, discuss the qualities essential for success, such as empathetic communication skills, technical knowledge, patience, and a strong desire to help others. Knowing how to simplify complex information for users is also vital, showing your understanding of user-centric support.

Share your approach to receiving feedback, emphasizing your openness to constructive criticism and your commitment to continuous improvement. Engage the interviewer with a scenario where you successfully implemented feedback to enhance your support performance.

To answer this question, share the various methods you pursue for self-improvement, such as enrolling in training programs, pursuing certifications, participating in forums, or networking with peers in the industry. Highlighting your dedication to staying updated with technological advancements will be impressive.