Are you tech-savvy, stress-resilient, and passionate about supporting lifelong learners? Do you thrive in a dynamic environment with multiple systems and applications? Join our Customer Support team!
Job Description
As a Customer Support Officer, you play a crucial role in supporting the smooth operation of student-related systems and digital platforms. This role combines strong interpersonal skills with technical expertise to enhance the digital student experience, ensure system functionality, and improve processes through technology-driven solutions. You are part of a professional and international team that delivers a smooth and supportive experience for learners and internal stakeholders. As the first point of contact, you ensure timely, friendly, and effective assistance across a wide range of topics, from technical troubleshooting to complex student advisory.
Our support team is both reactive and proactive: we continuously improve services by maintaining clear communication channels, updating support materials, and sharing valuable feedback from users. With a strong focus on efficiency and collaboration, we help learners successfully navigate their educational journey while supporting internal operations behind the scenes.
You will work closely with other departments, IT teams, Finance, Marketing and students to manage technical aspects of student services.
Key Responsibilities
- Provide first-line support and technical assistance to students, teachers, and internal stakeholders.
- Manage learner administration processes, including enrollment, certification, payments, invoices, and discounts.
- Handle and follow up on incoming support and advisory requests, escalating when needed.
- Navigate and troubleshoot various systems and applications used in the learning journey.
- Contribute to support documentation (FAQs, knowledge base) and share learner feedback.
- Identify and implement improvements in administrative workflows and customer support procedures.
- Collaborate with internal teams to ensure seamless learner experiences and process alignment.
- Ensure system functionality and contribute to technology-driven process improvements.
- Comply with service quality standards and participate in relevant meetings.
Job requirements
Key Attributes- Detail-oriented and tech-savvy
- Student-focused with a problem-solving mindset
- Adaptable to changing technologies and institutional needs
- Team player with a proactive and service-oriented approach
- Strong technical affinity and comfort working with multiple digital systems and tools.
- Excellent communication skills in English (Dutch is a plus).
- Customer-oriented, proactive, and solution-focused mindset.
- Stress-resilient and thrives in a dynamic, evolving environment.
- Analytical mindset with a keen eye for process improvement and innovation.
- Ability to work independently and collaboratively within a diverse team.
- Professional behavior, empathy, curiosity, and willingness to learn.
- Relevant education or equivalent experience at MBO+ level (Post-secondary senior vocational education).
TU Delft (Delft University of Technology)
Delft University of Technology is built on strong foundations. As creators of the world-famous Dutch waterworks and pioneers in biotech, TU Delft is a top international university combining science, engineering and design. It delivers world class results in education, research and innovation to address challenges in the areas of energy, climate, mobility, health and digital society. For generations, our engineers have proven to be entrepreneurial problem-solvers, both in business and in a social context.
At TU Delft we embrace diversity as one of our core values and we actively engage to be a university where you feel at home and can flourish. We value different perspectives and qualities. We believe this makes our work more innovative, the TU Delft community more vibrant and the world more just. Together, we imagine, invent and create solutions using technology to have a positive impact on a global scale. That is why we invite you to apply. Your application will receive fair consideration.
Challenge. Change. Impact!TU Delft - Learning for Life Centre
Providing adult learners with quality and accessible learning opportunities for professional and personal development throughout their lifetime is the mission of the TU Delft Learning for Life Centre. It embodies the University's commitment to this core task and guides all activities of our innovation-oriented organisation.
Together with the TU Delft faculties and external partners, we create and deliver courses, short programmes and other training solutions that help learners at various stages of their professional life. We help them stay on top of their game, whether they wish to broaden their skillset, master new competences or acquire further academic qualifications. We seek to empower professionals to deal with the technological transitions and societal challenges of today's world with the aim of building a better society together.
With over 4.5 million enrolments worldwide and several prestigious awards to its name, our organisation is passionate about realising its goals of making a positive impact on education, the lives of learners and the world at large.
The Learning for Life Centre (formerly Extension School for Continuing Education) is part of the University Corporate Office and reports directly to the Executive Board. Our international team of about 50 skilled, passionate colleagues comprises over ten different nationalities - Our culture is inclusive and very diverse!
Are you interested in this vacancy? Please apply no later than 19 October 2025 via the application button and upload the following documents:
- CV
- Motivational letter
Please note
- You can apply online. We will not process applications sent by email and/or post.
- knowledge security.
- Please do not contact us for unsolicited services.