Support Analyst - COL

What you’ll be doing:

• Acting as the first point of contact for our customers & partners;
• Managing incoming tickets, of our E-commerce product, within service levels to ensure customer satisfaction;
• Working to resolve high complexity issues, questions, and requests from our customers self-sufficiently where possible;
• Analyzing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers’ needs as their champion.

What you’ll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years of experience in a technical customer service role across IT industry.
• Customer Service mentality. You thrive on helping customers. When issues arise, you see the potential to make something great out of it. You never back down and always strive to reach the best possible solution for your customers.
• Great organizational skills. The ability to balance your personal backlog against new work and special projects that will help grow your career. You have excellent attention to detail and time management.
• Technical affinity.  You are comfortable learning new software, and can understand markup language, XML or similar. 
• Experience working with E-Commerce software and/or ERPs is a plus.
• Communication skills. You speak and write fluently in English. You easily understand customer needs and know how to look for the ‘question behind the question’. 
  • Dutch and/or German are a plus. 

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