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 a fast-growing SaaS company. We develop and commercialize a unique application that companies of all sizes use to create engaging online questionnaires and personalized pdf reports. Our customer base is spread over 56 different countries. More than 50% of our users are in the US. Some customer names: AstraZeneca, CapGemini, BNP Paribas, KBC, New York Life, Deloitte.
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!
