Support specialist

Summary

Join Luscii as a Support Specialist and provide exceptional customer service to users of our Home Measurement app in the UK and Netherlands. You will handle inquiries via email, phone, and chat, primarily concerning app functionality. This role involves registering calls, identifying areas for improvement, escalating complex issues, and collaborating with the product team. Luscii offers a supportive induction program, a four-day work week, remote work flexibility, and opportunities for professional growth. The ideal candidate possesses at least two years of experience in a similar role, is empathetic, proactive, and fluent in English and Dutch. The position requires residing in the Netherlands.

Requirements

• Have at least 2 years of work experience in a similar position (e.g. Support Employee, Service Desk or Customer Service)
• Are empathetic and are only satisfied when a user is satisfied and helped
• Are proactive and can easily spot opportunities to improve processes
• Are enthusiastic about e-health solutions
• Enjoy working both independently and in a team
• Are patient with users with less technical experience
• Like to get to grips with the product you will be working with. You want to know everything, how it works inside and out to ensure that you can provide the best possible service to our users
• Are fluent in English and have good command of Dutch
• This position requires you to live in the Netherlands

Responsibilities

• Helping patients and care providers via e-mail, phone and chat with questions about how our app works
• Registering and recording calls and notifications in our system, so that colleagues and users always know what's going on
• Noting what information is still missing (such as explainer videos or frequently asked questions) and passing this on to the right colleagues. This allows users to manage faster on their own without having to call in our help
• Forward difficult questions or technical problems that you cannot solve yourself to your second-line support colleagues
• Think about how our app and way of working can be improved, based on what you see and hear in practice

Benefits

• Salary : €2,500 - €3,200 gross per month (based on 32 hours - that's full-time at Luscii)
• Remote-first working : Work from anywhere in the Netherlands. We stay connected via monthly on-site team days, our Assemblii
• Flexible workplace : Set up your ideal workplace the way you want it. Whatever works best for you
• Work-life balance : We have a 4-day working week at Luscii. In consultation, we decide which four days you work. The support team is available from Monday to Friday
• Growth and development : Access to courses, conferences and the space to keep learning. Because you are naturally motivated to stay sharp
• Team spirit : You become part of a close-knit, international team of more than 50 colleagues who support each other and grow together
• Fun is also important : Monthly activities, meaningful moments and a culture where fun is as important as impact
• Saving lives : Making a real difference in the lives of others with software that actually matters