This role is offered on a hybrid/remote basis from Amsterdam office (or NL) on full time employment basis. We speak in English at work, so it's important that you have a good level of English language and native level Dutch.
The role is offered on part time and full time basis (between 32h and 40h) and the overall compensation is up to 37,200 euros annually.
Your Mission
As a Support Specialist, you will be responsible for helping our Dutch & English-speaking customers understand the Talent Management Suite, that enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software – all in one place, by answering questions and solving problems as they arise.
Our support team plays a vital role in our organization's success as the support agents are constantly in touch with our beloved customers. We take pride in our CSAT (customer satisfaction score) score of 97% which is a good indicator of how big of an impact you can have as a Support Specialist. Successful team members are fast learners, team players and are obsessed with giving our customers the best customer service possible with prompt replies and solutions that work.
About the Team
We are a growing team of 20 Customer Support Specialists across Amsterdam, New York, Paris and Poland offices and our mission is to assist, educate, troubleshoot, and go above and beyond to resolve customer and platform problems.
The team works closely together on a daily basis and supports each other no matter the difficulty of the customer requests. Weekly team meetings, as well as regional meetings, allow for open communication and great team bonding.
Your 12-month journey
The first 3 months you will spend focusing on learning everything there is to know about Tellent: understand the products, our processes, the teams, the customers, and more. You will be working closely together with the other team members and have answered your first customer questions and solved a few problems.
After 3 months, you will have taken responsibility for the care of our Dutch & ROW customers, taken further steps in understanding inbound support requests, and started to learn even more about the software.
After 1 year, you will know the Talent Management Suite inside out, you’ll be the real product advocate and nurture our users with efficient resolutions to their inquiries.
What you’ll do:
Provide friendly, precise 1st line support via our ticketing system (we use Intercom) in form of chats, email and phone support.
Be responsible for the care of our Dutch & English speaking customers, resolving issues, answering questions, and listening to their feedback
Know Tellent inside out; you’ll know the product better than anybody and serve as the voice of the customer; they will also be the internal product referent and work closely with other customer-facing departments (sales, customer success)
Work on side projects (Help Center, Internal Knowledge Base) to develop yourself, the support team, and the whole company
Automatically gain a seat on the product team, providing feedback to ultimately make us the best software around!
