About this role

Are you fluent in Italian & Dutch and looking for a role where you can build a technical support function from the ground up as a company expands into a new market? We are looking for a Technical Support Specialist on behalf of our client, a Dutch shipping platform for online retailers that is currently launching in the Italian market.

Key Responsibilities

Customer Support

Serve as the first point of contact for Italian-speaking customers with questions about integrations, plugins, and platform behaviour, via phone and email
Investigate technical queries thoroughly and deliver clear, actionable solutions
Log, track, and follow up on all open support cases through to resolution, keeping customers informed throughout
Translate technical information into language that customers and non-technical colleagues can act on

Internal Technical Collaboration

Act as the go-to technical resource for the Customer Service team on integration and platform-related questions
Work closely with internal and external developers to investigate and resolve technical issues that go beyond first-line support
Escalate cases to the appropriate internal expert where needed, and follow up to ensure closure and communication back to the customer

Product and Process Improvement

Identify recurring issues and improvement opportunities from customer interactions and feed these back into the product and development teams
Contribute ideas for new or improved functionality based on direct customer feedback
Help build and maintain clear technical documentation and knowledge base articles for both customers and internal colleagues
Contribute to establishing the technical support framework for the Italian market as the function scales

Qualifications & Skills

Professional fluency in Italian, Dutch, and English, both written and spoken
Minimum of 2-3 years of experience in a Technical Support or similar hybrid technical and customer-facing role
Familiarity with webshop platforms and e-commerce systems (such as Shopify, WooCommerce, Magento, or similar)
Strong technical affinity, including the ability to interpret error messages and investigate technical problems methodically
Able to explain technical concepts clearly to both technical and non-technical audiences
Structured and thorough in follow-up, with a track record of tracking issues through to resolution
Comfortable collaborating across teams, including Customer Service, developers, and external partners
Proactive in identifying and suggesting improvements to support processes, documentation, and product behaviour
Background in e-commerce, logistics technology, or SaaS support environments is a plus
Experience writing or maintaining technical documentation or knowledge base content is a plus

What We Offer

Salary range of €2,915 to €3,770 gross per month, depending on experience
28 vacation days per year (full-time)
Solid pension plan
Transportation reimbursement for both public transport and private car use
Subsidised lunch at €1 gross per day for a fully served meal at the office
Free on-site parking
First 6 months fully office-based in Hoofddorp; hybrid working introduced after that (1–2 days WFH depending on contract hours)
7-month contract directly with the client, followed by a 1-year extension, followed by a permanent contract depending on performance
40 hours per week
Informal, non-hierarchical culture backed by a well-resourced parent organisation, with the pace and autonomy of a growth-stage company

Interested? Feel free to apply!

Please note that we can only consider applicants who are currently based in the Netherlands and who will not require visa sponsorship now or in the future.

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