Customer Support Analyst (SaaS)

TL;DR

Customer Support Analyst (SaaS): Providing technical support and problem-solving for cloud-based supply chain management solutions with an accent on root cause analysis and customer education. Focus on resolving moderate to complex issues across multiple channels and ensuring stability for global retail supply chain operations.

Location: Hybrid (Breukelen, NL). Must be based in the Netherlands (Breukelen office) with a requirement to be in-office 2 days per week.

Company

Leading provider of cloud-based supply chain management solutions serving a global network of retail trading partners.

What you will do

• Identify, research, and resolve customer issues via phone, email, and chat using root cause analysis.
• Educate customers on various hirify.global products and services, handling moderate to complex issues.
• Log and track all customer interactions using a designated CRM.
• Maintain strict adherence to schedules to ensure constant availability for customer needs.
• Act as a flex resource across multiple contact channels.
• Provide 24/7 standby support for one full week per month.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 1-3 years of customer support or technical help desk experience.
• Native Dutch proficiency.
• Business fluent English.
• Proficiency with Microsoft Office suite (Word, Excel, Outlook) and the Internet.
• Ability to work off-peak hours (evenings, weekends) and handle one week of 24/7 standby support per month.

Nice to have

• Knowledge of German.
• IT Support experience.
• Experience with SaaS.

Culture & Benefits

• Development possibilities within a stable international organization.
• Opportunity to work on mission-critical foundations of global trade, including EDI connectivity and eInvoicing.
• Inclusive and collaborative work environment that values innovation and diversity.
• Challenging role with a broad scope of diverse tasks.