Technical Customer Support (SaaS)

TL;DR

Technical Customer Support (SaaS): Providing high-quality technical assistance to eCommerce businesses by troubleshooting product feeds, APIs, and marketplace integrations with an accent on Italian language support. Focus on resolving customer issues, collaborating with internal teams to improve product workflows, and ensuring customer success within a fast-paced, collaborative environment.

Location: Must be based in or close to Utrecht, Netherlands, with a hybrid requirement of at least 2 days per week in the office.

Salary: €2,850 – €2,950 per month (based on 40 hours).

Company

hirify.global is a fast-growing B2B SaaS platform that empowers marketers and online businesses to automate and optimize their product listings across global channels.

What you will do

• Handle 1st-line customer tickets via email and phone in Italian and English.
• Troubleshoot issues related to product feeds, APIs, and marketplace integrations.
• Take end-to-end ownership of customer cases, ensuring clear communication and documentation.
• Collaborate with 2nd-line support and commercial teams to resolve complex issues.
• Identify patterns in customer feedback to improve product features and internal workflows.
• Contribute to in-tool translations and localization of customer-facing materials.

Requirements

• Excellent proficiency in Italian (C2 level) and English (speaking and writing).
• Must be based in or willing to relocate to Utrecht, Netherlands.
• Available for at least 32 hours per week.
• Ability to work from the Utrecht office at least 2 days per week.
• Strong analytical and problem-solving skills.
• Ability to adapt communication style for technical and non-technical users.

Nice to have

• Prior experience in technical support, IT, or eCommerce.

Culture & Benefits

• Hybrid working policy with home office equipment provided.
• Annual L&D budget of €1,000.
• 26 vacation days plus 2 reload days.
• 3-week workcation policy.
• Fresh daily meals provided in the office (Mon-Thu).
• Access to OpenUp platform for mental health support.

Hiring process

• Introduction call (25 minutes).
• Interview with team leads (60 minutes).
• Assignment interview and office tour in Utrecht (90 minutes).
• Reference checks.