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Customer Support Expert for InVue

1 maand geleden

Hoofddorp, Noord-Holland, Nederland InVue Voltijd
About the Role

We are seeking a highly skilled and experienced Customer Support Expert to join our team at InVue. As a key member of our customer care department, you will play a vital role in ensuring the highest level of customer satisfaction through product mentoring, coaching, and consulting services.

Key Responsibilities
  • Become proficient with InVue's product suite and troubleshoot issues through various channels, including email tickets, chat, and phone.
  • Establish and maintain positive and professional relationships with customers by providing continuing education on how to effectively use products and clearly explaining the cause and resolution for issues.
  • Replicate issues as needed to ensure that symptoms and probable cause are fully understood.
  • Determine the severity level and urgency of every issue based on its impact on the customer's business operations.
  • Manage all open technical service requests to ensure prompt resolution of customer issues, including level two support.
  • Communicate and collaborate with cross-functional teams and departments to discuss and resolve issues, escalating when necessary.
Requirements
  • A solid record of accomplishment investigating problems from start to finish, understanding the chain of events that led to the problem occurring.
  • The ability to articulate technical issues clearly and understand your audience.
  • Demonstrated experience in technical writing, with the ability to clearly document complex processes and create user-friendly guides.
  • Successfully deployed SaaS software for a startup, mid-level, or enterprise company.
  • Excelled in both hardware and software environments, with a strong ability to quickly adapt to and master new IoT products and technologies.
  • Proven experience working in Zendesk Suite.
  • The ability to thrive in a high-growth, fast-paced environment.
About You

We are looking for a proactive, self-motivated professional with a passion for technology and innovative solutions. If you have a real interest in learning about the latest technological advancements and have excellent interpersonal, verbal, and written communication skills, we encourage you to apply.

In terms of salary, this position offers a competitive compensation package, estimated to be around $55,000 - $65,000 per annum, depending on experience and qualifications.