Our US HQ’d client is a leading global SaaS software provider, and a global sector lead in its industry, with over 1300 employees spread over offices in the US; UK; Netherlands; Spain; Germany; and Australia.
They are a remote-first organization and over 38% of employees reside outside the United States.
Through their incredible suite of products and services, they have achieved phenomenal company growth over the last 15 years, and consistently offers new opportunities for their talent to advance. 29% of the global workforce gets promoted or moves into a new role every year!
This phenomenal SaaS firm who we have worked with for over 13 years, is large enough to provide immense opportunity, but small enough to maintain the energy of a start up. It is consistently ranked as a great place to work for their strong culture, teaming with authenticity, and rewarding career opportunities!
We are now hiring for a Bilingual (English / Dutch) Product Support Analyst to support their SaaS Solutions
Location: UK (Remote role)
Salary : £34,100 Fixed + 8% Bonus paid Quarterly (Fully attainable) +Uncapped Paid Holiday entitlement + Amazing Benefits package and unrivalled working culture
Must be Bilingual: DUTCH / ENGLISH
* CLEAR CAREER PROGRESSION PLAN in this role with plenty of opportunity across the org and Annual Salary Reviews.
* Excellent Onboarding programme!!
About the Product Support Analyst (Bilingual Dutch)
* Reporting to a Manager of Product Support, our Product Support Analysts are the core of what we do, which is creating and delivering an incredible customer experience!
* As a Product Support Analyst, you are on the front lines as our customers' first point of contact, responsible for understanding and empathizing with the technical challenges they’re facing and how these challenges impact their business.
* Supporting our 15+ product lines, it is your job to strive for first-call resolution, troubleshooting any errors and getting our customers back up and running so they can complete their work.
Whether you are experienced in customer support looking to step into technical for the first time, or you’re a seasoned tech support analyst - we have an opportunity for you!
A typical day as a Product Support Analyst will include...
* Answering incoming B2B customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues.
* Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business.
* Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future.
* Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise.
* If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths.
* Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it.
* Share your knowledge gained from troubleshooting issues by contributing to the global knowledge management system through flagging, editing, creating, and reusing articles.
* Adhering to key customer and team focused metrics to maintain high standards in performance
This Product Support Analyst role is a fit for you if...
* Fluent in Dutch.
* You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer facing interaction.
* You are a quick learner who feels you can confidently articulate software-related and technical concepts.
* You can demonstrate deep caring and critical thinking around problem resolution
Bonus Points for:
* You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment.
* You have 1+ year of experience in delivering software support.
* You have 1+ year of recent hands-on experience with relational databases (SQL Server)
What we offer...
* Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP.
* Access to our Discounts and Wellbeing Portal.
* Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme.
* Unlimited Vacation.
* Quarterly paid volunteer days.
* Lucrative Employee Referral Program (eligible prior to your first day)
Career development opportunities up/across the company
* The company’s core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience.
* The vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success.
* We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
* We are a people-first culture where everyone’s contribution is valued and respected.
* We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.