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Technical & Customer Support Expert | French & English

Customer service
Amsterdam
French
You will be responsible for responding to customer issues across our client’s different platforms. You will troubleshoot issues with customers (B2B), identify problems, research answers, and guide customers through corrective steps. A key component of this position will consist of providing technical and functional support to customers over the phone, chat or case management. You will provide product information and resolve most administrative and product problems that customers face. You will be responsible for owning the customer experience.

You will:
  • Support customers by providing technical and functional expertise over the phone, chat and case management.
  • Manage customer inquiries within the expected time frame and acts as the escalation point, only escalating further when required
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
  • Troubleshoot customer issues by utilizing knowledge of application, experience and by self-guided research of issues
  • Capable of resolving complex customer issues with minimal assistance from escalated assistance
  • Provide a high quality customer experience
  • Contribute to improving the customer experience - offer ideas and be part of the improvement process to benefit the customer
  • Work with other teams and tiers of support to solve problems or identify opportunities
  • Train and mentor other engineers on the team - create accountability and professionalism within the team
  • Edit or write new documentation or customer facing content to represent the support experience

Requirements:

Requirements:

  • 2+ years experience in a similar customer facing position
  • Excellent communication skills & strong customer oriented
  • Previous experience in accounting or finance is a bonus
  • Fluency in English and French; additional fluency in other main European languages is a plus
  • Basic or intermediate experience with database support or network security support is a plus
  • Bachelor's degree preferred
  • Ability to multi-task and manage changing priorities
  • Ability to understand intermediate to advanced math concepts
  • Ability to communicate via email, phone, chat and other customer channels
  • Tech savvy/ Technical aptitude, with high competency in using Google Drive, Microsoft Office Suite, One Cloud
  • Strong communication (verbal, listening and writing) skills
  • Self-motivated and accountable to results - ability to train others to demonstrate these same characteristics
  • Enjoys and excels at problem solving and assisting others
  • Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
  • Proven ability to meet established timelines and service level agreements
  • Demonstrates strong sense of customer service with ability to identify customer needs and expectations and respond in a timely and effective manner
  • Represents the team as an advocate in cross-functional team meetings or projects
  • Helps to create and maintain a positive and vibrant culture in Support

Salary Benefits:

  • This is a long term position, with a direct contract with the company
  • The start date is ASAP
  • Competitive salary, depending on experience
  • Great secondary benefits and working environment
  • This is a full time position
About the company:
Our client is an international SaaS company in the heart of Amsterdam. They offer financial (software) solutions. The work environment is innovative, inspiring, dynamic, and fast-growing.
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