Do you have experience with customer support?
If you have answered yes, we are looking for you.
You could join our clients rapidly growing SaaS software company which operates on a global scale.
The Customer Support Analyst engages with customers in education and problem-solving interactions via multiple support channels including phone, email, and chat. This role is responsible for providing great customer service through root cause analysis and issue resolution while leveraging their established skill set and acumen.
This role is in their Breukelen office; the team is in-office 2 days per week.
Your tasks will include:
- 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.
To be a good fit for the Customer Support Analyst role, you will have:
- Bachelor’s degree or equivalent combination of education and experience, with 1-3 years of customer support or technical/help desk experience.
- Ready for a 1 week of Standby support per month, it requires the 24/7 support for that full week (you will have to be available via phone during this week, and you can take your laptop with you everywhere)
- 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
- 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
Reasons to join:
- Development possibilities with a stable international organization
- From EDI connectivity to eInvoicing compliance, your work is the mission-critical foundation that keeps global trade fluid and functional
- Challenging role-no problem is the same
- A broad scope of tasks
Sounds interesting? Send us your CV by applying to this page
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- 1-3 years of customer support or technical/help desk experience
- Native Dutch
- Business fluent English
- Ability to be on standby one week per month with 24/7 availability via phone
- Ability to work off-peak hours including evenings, weekends, and limited on-call shifts
- Proficiency with Internet and Microsoft Office suite (Word, Excel, Outlook)
- Experience logging and tracking customer interactions in a CRM
- Strong verbal and written communication skills and ability to understand technical processes and data
- Ability to work with minimal supervision, manage multiple projects in a fast-paced environment
- Knowledge of German
- IT support experience
- Experience with SaaS products
What We Do
Sowelo Consulting is a recruitment agency based in Poland that specializes in providing tailored recruitment solutions. They offer services such as executive search, recruitment process outsourcing, and IT contracting, focusing on companies hiring between 10 to 200 employees annually.
