Senior Customer Support Representative
Do you love to help customers by reaching out solutions and answers to their questions?
Does investigating root causes of a problem give you energy?
Do you have a strong interest in technical support such as (integrations & HTML, CSS, Javascript etc)?
Then you might just be the Senior Customer Support Representative we’re looking for to strengthen our team in Antwerp!
Who are we?
Pointerpro is an ambitious software company which was included 2 times in the Deloitte Fast 50, an annual selection of the 50 fastest growing Belgian technology companies.
We develop and commercialize a unique tool to create engaging online assessments and personalized reports.
Our goal is to accelerate the digitization of consultancy companies worldwide with these automatic, tailor-made advisory reports, and we recently received an extra investment round to grow even faster.
With customers like AstraZeneca, CapGemini, BNP Paribas, KBC, New York Life, Deloitte, and many more, our customer base is already spread over 56 different countries. But this only means there are 140 countries left worldwide to touch base, and we’re going for it!
Job description
- You will be performing first and second line support. E.g.: Answering customer inquiries during the different stages of the customer journey
- You are routing issues to the responsible person within our organization
- Follow-up the internal status of the issue and work towards a resolution based on the current SLA
- You like to interact with customers via our CRM tool on operational matters
- You are happy to educate customers to minimize future support interventions
- Contribute towards helpguide effectiveness. Past experience with creating video tutorials is a plus
- Futurewise, you would like to contribute towards a successful incident management process
- You have previous working knowledge within HTML, CSS, Javascript
- You like using new and existing integrations and to set up custom solutions
- You have product expertise (Excel, Zapier/Make, hosting providers, API and Webhooks)
You are:
- A customer believer (customer first attitude)
- A multi-tasker
- A great communicator and team player
- A proven champion with software products
- Fluent in English and Dutch
- Eager to learn: willing and capable of learning & maintain knowledge of our SaaS tools and development phasing.
- An expert in (Customer Service) first & second-line support
… then we’ll be a perfect match!
What we offer:
- A versatile full-time job in the city center of Antwerp
- 40% home working - 60% office working
- A competitive salary with extra benefits
- The opportunity to work for an exciting scale-up company conquering the world
- A stimulating working environment, bright offices in a historic building
- Nice, passionate, and energetic colleagues
- Endless supply of delicious fresh fruit and excellent coffee
- Regular and fun team activities
Interested?
Apply today and send your application to Michael Buchanan (michael.buchanan@pointerpro.com).
We’d love to hear from you!
