Remote Customer Support Specialist

Summary

Join our clients rapidly growing SaaS software company as a Customer Support Specialist to assist customers with installation, troubleshooting, and handling transaction data. You will work closely with the Project Manager, Consultants, and other teams to ensure customer satisfaction.

Requirements

• Minumum of 2 years of software support or client services experience with medium to high volume
• Experience in an IT environment
• An uninterrupted environment and strong internet connectivity when working remotely
• Customer-centric mindset with a strong ability to advocate for their requests within the company
• Attention to detail and proficient logical problem-solving skills
• Technically proficient with a fast adaptation capability
• Native Dutch speaker or C1/C2 level with proficient written and oral communication skills
• Fluency in written and oral English communication is an added advantage

Responsibilities

• Provide comprehensive 1st line support to assist and guide active customers
• Timely escalation of 2nd line and 3rd line support issues
• Identify billable change requests and liaise with the Account Manager and Customer Success Manager
• Maintain and update the knowledge base to ensure an up-to-date FAQ
• Strive for maximum customer satisfaction and minimize customer loss

Preferred Qualifications

Desirable, but not mandatory, to have a good understanding of EDI standards (EDIFACT, ANSIX12, ...) and EDI integration