Customer Support Specialist

We have an open role for a Support Specialist - if you want to learn about ecommerce and develop your skills in Technical Support, we're looking for you. In this entry level position, you'll be joining the ChannelEngine Support team, who is responsible for identifying, understanding, and solving customer queries.

What will you do as a Support Specialist?

In this role, you'll respond to both inbound phone calls and tickets from our customers. Being part of the Support team, you'll ensure our customers receive great service during the process. You'll work independently on assigned tickets, pick up new tickets, and work closely together with 2nd line Support on complex or high-impact tickets. After you either solve the issue, or forward it to 2nd line support, you'll keep your customer up to date on the progress.

Working with our customers, you'll be able to gain a good understanding of customer impact while handling requests, and you'll learn to ask the right questions for clarity.

You'll become part of a team that works closely together, loves sharing knowledge and best practices, and has the drive to provide the customers with an exceptional experience together.

What makes you the ideal Support Specialist?

• Tech-saviness: this can be from previous support experience, general technical competence, or interest in technology,
• Self-starter with strong attention to detail and good problem-solving skills,
• Proficient communication skills in English, spoken and written,
• Enthusiastic about helping customers and colleagues alike,
• Available to work from our Leiden office at least 2 days a week.

Nice to have (but not essential)

• Experience in SaaS or Ecommerce,
• Dutch proficiency.

Why you'll love working here

• You'll be working in an open and collaborative company with +/-200 colleagues of over 30 different nationalities
• You'll receive a thorough onboarding to get you familiar with ChannelEngine, our processes and tools, and your new colleagues. You'll also have a buddy to support you along the way
• We have a continuous feedback culture to help you track your progress and facilitate your professional development
• We want to make sure everyone is supported mentally and emotionally which is why we provide free access to mental healthcare support
• We'll contribute 6% to your pension fund
• You'll be granted equity benefits so that we can grow together
• Work from our modern HQ in the beautiful city of Leiden as much as you like. It's a short walk from the train station.

You've applied. What's next?

We want all of our candidates to enjoy a smooth and efficient experience with us, which is why we aim to get back to you regarding your application within 2 business days. The first step is a screening call with a member of the recruitment team. After that, you'll be meeting with our Support Lead and the Manager of the Support team. This is followed by an assessment. The last step of the process is meeting two senior members of the team. Our interview process tends to take +/-4 weeks to complete

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