Product Support Analyst
Accountabilities: As a Product Support Analyst, you will be responsible for delivering high-quality technical support while ensuring customers receive timely, effective solutions. You will combine product knowledge, analytical thinking, and customer empathy to resolve issues, improve user experiences, and contribute to a strong support ecosystem.
Serve as the first point of contact for customer inquiries through phone, email, and chat, providing support in Dutch and English.
Investigate, troubleshoot, and resolve software-related issues while aiming for first-contact resolution.
Understand customer challenges and their business impact to provide relevant and effective solutions.
Apply critical thinking and independent judgment to solve complex or unfamiliar technical problems.
Escalate issues to the appropriate internal teams when additional expertise is required.
Maintain proactive communication with customers, providing updates and ensuring commitments are followed through.
Contribute to internal knowledge management by creating, updating, and improving support documentation.
Follow customer service and performance metrics to maintain consistently high support standards.
Collaborate with colleagues to share insights, improve processes, and prevent recurring issues.
Requirements:
The ideal candidate is a customer-oriented professional with strong communication skills, technical curiosity, and the ability to quickly understand and resolve software-related challenges. You should enjoy working with people, learning new systems, and taking ownership of customer outcomes.
Professional fluency in Dutch and English, both written and spoken.
Strong customer-facing experience with a demonstrated ability to deliver excellent service experiences.
Ability to explain software concepts clearly and communicate technical information effectively.
Strong problem-solving skills with attention to detail and a proactive mindset.
Ability to learn quickly and adapt in a fast-paced, evolving environment.
Empathy, patience, and a genuine desire to help customers succeed.
Experience in technical troubleshooting within a B2B or B2C environment is a plus.
Previous experience providing software support is highly valued.
Familiarity with relational databases such as SQL Server is a bonus but not mandatory.
Benefits:
Comprehensive benefits package including critical illness coverage, income protection, life assurance, pension, vision care, and employee assistance programs.
Optional private medical coverage and ride-to-work scheme from the first day.
Access to employee discounts and well-being resources.
Unlimited vacation policy.
Quarterly paid volunteer days.
Employee referral program with competitive rewards.
Career development opportunities with possibilities for growth across teams and functions.
People-first culture focused on collaboration, respect, and continuous learning.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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