Customer Support Specialist
3 weken geleden
A Customer Support Specialist provides technical assistance to K3's global customers, partners, and implementation teams. This role involves logging and investigating cases, resolving issues, and ensuring timely completion while keeping customers informed.
The ideal candidate will possess good knowledge of K3's core products and have strong problem-solving skills to investigate customer issues and collaborate with other teams when necessary.
This role requires excellent communication skills, both written and verbal, to manage customer expectations and maintain a positive reputation for K3's software and services.
Key Responsibilities:
- Respond to customer inquiries and resolve straightforward cases.
- Proactively gather required information from customers.
- Deliver clear and concise customer updates.
- Prioritize work based on Service Level Agreements.
- Own cases through to resolution, even if assigned to other teams.
- Document issues for further diagnostic analysis.
- Liaise with FLS and SLS colleagues.
- Adhere to established processes for consistent results.
- Identify known issues and document for the support team.
- Judge when to escalate issues to management and expert technical teams.
Requirements:
- Helping external customers via multiple communication methods.
- Understanding the business impact of customer issues.
- Proven methodical problem-solving and technical mindset.
- Skilled at simplifying and summarizing problems using clear language.
- Able to perform effectively under pressure and manage expectations.
- Self-motivation and ability to take responsibility, but know when to escalate.
- Liaise and work closely with teams on escalated functional and technical issues.
- Fluent Dutch speaker and excellent written and verbal English skills.
- Relevant knowledge of IT systems, hardware, and software.
Location: Waalwijk, The Netherlands - flexible/hybrid role with remote work options.
Benefits: Attractive salary, international working atmosphere, appealing secondary benefits, and opportunities for growth and development.
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