We are seeking an experienced Customer Support Analyst to join our client's dynamic SaaS company. This role involves engaging with customers to address their education and problem-solving needs across multiple support channels, including phone, email, and chat.

The Role

As a Customer Support Analyst, you will be responsible for delivering excellent customer service through root cause analysis and issue resolution. You will work in the Breukelen office two days a week and will be required to provide standby support one week per month.

Responsibilities

• Identify, research, and resolve customer issues, advocating for customer success and escalating to internal teams when necessary.
• Assist customers with education and issue resolution across various products and services, handling issues from moderate to complex.
• Log and track customer interactions using the designated CRM, demonstrating agility by acting as a flex resource across multiple contact channels.
• Adhere to schedules to ensure availability for customer needs and adapt to changes as required.

Requirements

• Bachelor’s degree or equivalent combination of education and experience, with 1-3 years of customer support or technical/help desk experience.
• Availability for one week of standby support per month, requiring 24/7 support during that week.
• Ability to work with minimal supervision in a fast-paced environment, manage multiple projects, and work off-peak hours, including evenings, weekends, and limited on-call shifts.
• Excellent customer interaction and teamwork skills, proven organizational abilities, and proficiency with the Internet and Microsoft Office suite (Word, Excel, Outlook).
• Business fluent English and native Dutch.
• Strong verbal and written communication skills, with the ability to understand technical processes and data effectively.

Nice to Have

• Knowledge of German.
• IT support experience.
• Experience with SaaS.

What We Offer

• Development possibilities with a stable international organization.
• Your work is the mission-critical foundation that keeps global trade fluid and functional.
• A challenging role with a broad scope of tasks.

If this opportunity interests you, please send us your CV by applying to this page. We value your privacy and the provision of personal data is voluntary, based on your consent. For more information on how your personal data is processed, please refer to the document titled 'Information regarding the processing of your personal data'.