Support Analyst

Axiell Group

Maarssen

On-site

EUR 35,000 - 50,000

Full time

14 days+

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Job summary

A software solutions provider is seeking a Junior Support Analyst to join their team in Maarssen, Netherlands. This full-time role involves providing technical support for Axiell products, ensuring exceptional service delivery to customers. The ideal candidate should have strong communication skills, organisational abilities, and the motivation to solve problems in a customer-focused environment. Additionally, good command of German and an interest in cultural institutions are preferred. Apply now to grow your tech career!

Qualifications

Strong organisational skills with the ability to meet deadlines.
Excellent verbal and written communication skills in English.
A customer-focused mindset with empathy and professionalism.
A structured, methodical approach to problem solving.
Self-motivation, resourcefulness, and ownership of challenges.
Ability to work independently and collaboratively.

Responsibilities

Provide support for Axiell products, diagnosing and resolving issues.
Analyse and document bugs for the development team.
Identify enhancement requests and categorise customer feedback.
Build strong relationships with customers through clear communication.
Take ownership of support tickets and meet SLA targets.

Skills

Organisational skills

Verbal communication skills

Written communication skills

Customer-focused mindset

Problem solving

Self-motivation

Team collaboration

Command of German

Job description

Join to apply for the Support Analyst role at Axiell Group

Are you early in your tech career and excited to grow in a customer-focused support role? Do you enjoy solving problems, learning new systems, and helping users succeed? Join Axiell and become part of a team dedicated to supporting the world of culture, knowledge, and information management.

About the Role

As a Junior Support Analyst, you will support the Axiell ALM product suite and associated third‑party applications. You’ll help customers resolve technical issues, communicate clearly and professionally, and ensure exceptional service delivery within agreed SLAs.

What You’ll Do

Provide support for Axiell products, helping diagnose and resolve customer issues.
Analyse and document bugs, including the ability to demonstrate them to our development team.
Identify enhancement requests and accurately categorise customer feedback.
Recognise opportunities for additional products or services and relay them to the sales team.
Build strong, positive relationships with customers through consistent and clear communication.
Take full ownership of support tickets, keeping customers updated and meeting SLA targets.
Monitor Hornbill tickets and elevate issues to the Team Leader or Manager when necessary.
Provide phone coverage for the ALM Service Desk.
Participate in team meetings and progress updates.
Prioritise your workload effectively in a dynamic support environment.

What You Bring

Strong organisational skills with the ability to meet deadlines.
Excellent verbal and written communication skills in English.
A customer‑focused mindset with empathy and professionalism.
A structured, methodical approach to problem solving.
Self‑motivation, resourcefulness, and willingness to take ownership of challenges.
Ability to work independently as well as collaboratively within a team.
Good command of German.
Interest or experience in libraries, archives, or museums.

If you’re looking for an opportunity to grow your technical support career while making a real impact for customers, we’d love to hear from you.

Please note that our recruitment process might take a little longer than usual due to the holiday season—but don’t let that stop you. Send in your application today and start the new year with an exciting opportunity!

Apply now!

Seniority Level