Support Expert

Description du Poste

Do you want to be part of a young and enthusiastic team where learning and improving are important? Are you interested in a career in a fast-growing tech company?

Well, let me introduce Hello Customer: a SaaS CX tech company, founded in 2015 in Ghent, Belgium. We offer an all-in-one platform to capture and analyse customer feedback and make it easy for our clients to get the business insights they need.


We’re looking for a temporary Support Expert to strengthen our Customer Success team.


What you’ll do:

  • Become an expert and hands-on ambassador of our tool:
    • You provide accurate, valid, and complete information across multiple channels, including emails, phone & our CRM system.
    • You explain and guide our customers with their questions, to enable them to independently find solutions. 
  • Help to build our knowledge base
    • Fill in the gaps by writing additional content
    • Guide your clients towards our knowledge base
  • You handle complaints, determine the root cause of the problem, provide appropriate solutions and alternatives
  • And of course, you’ll keep track of everything in our CRM tool.
  • Finally, you'll participate in additional projects within the Customer Success team or cross-functionally, if needed.

Exigences

What are we looking for?

  • A first experience in supporting a software product.
  • As most of our customers speak Dutch, you'll need to speak and write Dutch fluently as well.
  • You love the nitty-gritty technical details and to gain in-depth knowledge of our platform.
  • Excellent problem skills: root cause analysis, problem solving skills.
  • Experience or interest in managing the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for hand off to the development team and case resolution.
  • Genuinely enjoys listening to and assisting people.
  • Someone who is eager, pro-active and used to putting the customer first.


We Offer:

  • You’ll start with a temporary contract (replacement of one of our colleagues on maternity leave), with option to extend it into a fixed contract.
  • You are part of a great team: we encourage open and positive communication; we are passionate about helping customers and colleagues.
  • We offer an ambitious environment where you can develop and grow.
  • Our office is in the city of Ghent, at the Zuiderpoort.
  • And of course you will receive a competitive salary & benefits in return.