Healthcare ERP Support Specialist (Zorg ERP)

About This Role

Axians Healthcare Groningen is a leading provider of innovative ICT solutions dedicated to optimizing processes within the healthcare sector. We pride ourselves on delivering cutting-edge technology coupled with a deeply human touch, understanding the critical importance of efficiency and empathy in healthcare. Our flagship product, Zorg ERP, is a highly successful enterprise resource planning application specifically tailored for healthcare institutions. It is widely adopted by numerous clients across the Netherlands, a number that continues to grow steadily, reflecting its robust capabilities and the value it brings to our partners.

We are currently seeking a motivated and customer-focused individual to join our dedicated team in Groningen as a Healthcare ERP Support Specialist. This is an exceptional opportunity for a talented professional to become an integral part of our support ecosystem. You will play a crucial role in ensuring our clients can leverage Zorg ERP to its fullest potential, simplifying complex financial, procurement, and logistics processes. This position offers comprehensive internal training, transforming you into an expert on our Zorg ERP application and the unique challenges of healthcare ICT support.

As the first point of contact for our valued clients, you will embody Axians' commitment to excellence and our 'best of ICT with a human touch' philosophy. Your work will directly contribute to the seamless operation of vital healthcare services, making a tangible difference in how our clients manage their operations and ultimately, how they serve their patients.

Key Responsibilities

• Serve as the primary point of contact for clients using our Zorg ERP application, addressing their inquiries and support needs with professionalism and efficiency.
• Perform in-depth analysis and diagnosis of reported issues related to Zorg ERP, covering various modules such as finance, procurement, and logistics.
• Provide timely and effective solutions to client problems, guiding them through steps to resolve technical difficulties or process-related questions.
• Log, track, and manage all incoming support requests within our incident management system, ensuring accurate documentation and adherence to service level agreements (SLAs).
• Collaborate closely with colleagues in Groningen and other internal teams, including second-line support and product development, to escalate complex issues and ensure timely resolution.
• Contribute to the continuous improvement of our knowledge base by documenting solutions, FAQs, and best practices to empower clients and streamline future support efforts.
• Proactively identify recurring issues or patterns in client feedback, suggesting improvements to the Zorg ERP application or our support processes.
• Conduct remote training sessions and provide guidance to clients on various functionalities of Zorg ERP, enhancing their user experience and proficiency.
• Maintain a high level of customer satisfaction through clear communication, empathetic problem-solving, and a commitment to service excellence.
• Stay updated with the latest features and updates of Zorg ERP, as well as general trends in healthcare ICT and ERP systems.

Requirements & Qualifications

• Bachelor's degree or equivalent vocational training (HBO level) in a relevant field such as Information Technology, Business Administration, or Healthcare Management.
• Prior experience in an IT support role, preferably within a B2B environment or with ERP systems.
• Demonstrated strong analytical and problem-solving skills, with the ability to diagnose complex issues and propose practical solutions.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• A customer-centric mindset, coupled with strong interpersonal skills and a patient, empathetic approach to client interactions.
• Ability to quickly learn and master new software applications and complex business processes.
• Proficiency in the Dutch language, both written and spoken, is essential for effective client communication.
• Basic understanding of financial, procurement, or logistics processes is a significant advantage.
• Ability to work effectively both independently and as part of a collaborative team.

Skills & Competencies

• Analytical Thinking & Problem Solving
• Customer Service Excellence
• Effective Communication (Verbal & Written)
• ERP System Acumen (or rapid learning capability)
• Incident Management & Documentation
• Healthcare Domain Awareness
• Team Collaboration

What We Offer

Joining Axians Healthcare Groningen means becoming part of a dynamic and supportive team where your contributions are valued and your professional growth is actively encouraged. We believe in investing in our people and providing the tools and environment needed to succeed.

• A comprehensive and structured internal training program designed to equip you with in-depth knowledge of Zorg ERP and the healthcare sector.
• Excellent opportunities for professional development and career advancement within a growing international organization.
• A collaborative, inclusive, and friendly work environment in our Groningen office, where teamwork and mutual support are paramount.
• The chance to work with a successful, impactful ERP application that genuinely makes a difference in healthcare operations.
• A culture that values 'the best of ICT with a human touch,' promoting innovation alongside empathy and client satisfaction.
• A challenging and rewarding role where no two days are the same, offering continuous learning and problem-solving opportunities.
• A competitive remuneration package (details available upon inquiry) and other attractive employment benefits.

How to Apply

Are you ready to embark on a fulfilling career where you can combine your passion for technology with a desire to contribute to the vital healthcare sector? If you are a proactive problem-solver with a knack for customer service and a drive to learn, we encourage you to apply!

Please submit your resume and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you and potentially welcoming you to the Axians Healthcare Groningen team.