Product Support Analyst with Dutch

Hybrid work model: Cracow, 3 days per week from office

Responsibilities

• Respond to inbound customer inquiries via calls, chats, and support cases, providing prompt, high-quality, and empathetic support.
• Follow assigned schedules and maintain Available status in Salesforce Omni during designated shift blocks.
• Triage and resolve inbound cases with accurate categorization, clear documentation, and a customer-focused approach.
• Provide responsive live support across chat and phone channels, minimizing missed or declined contacts.
• Manage pending tickets and overdue follow-ups, taking appropriate action to meet SLA targets.
• Escalate system bugs, technical blockers, and recurring issues using standard JIRA processes and templates.
• Share customer trends, product gaps, and tool-related feedback with leadership.
• Participate in team huddles, peer learning, and regular coaching sessions.
• Participate in UAT and process improvement initiatives, providing frontline feedback.
• Maintain strong performance across key support metrics, including CSAT, First Response Time, QA, KCS, and Productivity.

Requirements

• 1–3 years of technical troubleshooting experience in a B2B or B2C environment.
• At least 1 year of experience providing software/product support.
• 1+ year of recent hands-on experience with relational databases, specifically SQL Server.
• Strong technical troubleshooting and problem-solving skills.
• Ability to quickly learn new products and confidently explain complex technical concepts to customers.
• Familiarity with Salesforce, Assembled, JIRA, Slack, and Zoom is highly preferred.
• Proven track record of meeting or exceeding core support KPIs, including CSAT, First Response Time, QA, KCS, and Productivity.
• Proficiency in both English and Dutch, with strong written and verbal communication skills.

Our offer

• Private healthcare
• Multisport card
• Life insurance