Customer Support Specialist

TL;DR

Customer Support Specialist (Ecommerce): Responsible for identifying, understanding, and solving customer queries in the hirify.global support team with an accent on providing great service during the process. Focus on independently working on assigned tickets and working closely with 2nd line Support on complex or high-impact tickets.

Location: Available to work from our Leiden office at least 2 days a week.

Company

hirify.global is an open and collaborative company with +/-200 colleagues of over 30 different nationalities.

What you will do

• Respond to inbound phone calls and tickets from our customers.
• Ensure customers receive great service.
• Work independently on assigned tickets.
• Collaborate with 2nd line Support on complex tickets.
• Keep customers updated on the progress of their issues.
• Gain a good understanding of customer impact while handling requests, and you’ll learn to ask the right questions for clarity.

Requirements

• Tech-saviness: this can be from previous support experience, general technical competence, or interest in technology.
• Self-starter with strong attention to detail and good problem-solving skills.
• Proficient communication skills in English, spoken and written.
• Enthusiastic about helping customers and colleagues.
• Available to work from our Leiden office at least 2 days a week.

Nice to have

• Experience in SaaS or Ecommerce.
• Dutch proficiency.

Culture & Benefits

• Thorough onboarding and a buddy to support you.
• Continuous feedback culture for professional development.
• Free access to mental healthcare support.
• 6% contribution to your pension fund.
• Equity benefits.
• Work from our modern HQ in Leiden, a short walk from the train station.

Hiring process

• Screening call with recruitment team.
• Meeting with Support Lead and Manager of the Support team.
• Assessment.
• Meeting two senior members of the team.