Directly reporting to the Head of Customer Training & Support, the Customer Support Representative is the first point of contact for our end-users - the front-line staff in stores - and will be supporting their issues or concerns, maximising their usage and understanding of the Critizr Connection SaaS platform.

RESPONSIBILITIES

Customer satisfaction is our motto! As the first person in contact with our users, you interact with customers on a variety of channels such as phone, support tickets and email, and ensure that all valid customer concerns are being dealt with immediately.

In this role, you will:

• Take ownership of customer concerns and issues - you are customer-obsessed so you provide customers the best possible experience. You are the first and single point of contact for all enquiries related to the support, troubleshooting procedure, resolution time, and updates on the progress made

• Troubleshoot problems and see them through to resolution - Once a user query or support ticket is assigned to you, you need to research all possible ways to troubleshoot the problem and quickly come up with a solution.

• Escalate unresolved issues to the appropriate internal teams - when issues are highly technical or beyond the scope of what you can handle on the spot, you need to make sure that the problem is being communicated to the right internal team(s) and that they take appropriate action to resolve it.

• Collect prompt and accurate feedback from customers - beyond resolving a customer issue you need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.

• Document knowledge in the form of FAQ, solution articles and best practices - every solution to a customer problem provides valuable learning experiences both for us and for our customers. You should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future.

• Optimize our existing processes, enrich our best practices to strengthen Critizr's presence at the Local level

DESIRED EXPERIENCE

• 2+ experience in a similar role will: customer care, customer service, customer support agent,...

• Experience with help desk software (HelpScout, Zendesk, Freshdesk,...) and computer skills

• Active listening and communication skills, natural at problem-solving

• Comfortable to interact directly with customers on a daily basis

• Fluent English/French both written/spoken, 3rd european language a plus (Especially if you speak Dutch 😁)

• Good understanding or experience in the Tech, Saas and Retail sector a real plus

OTHER REQUIREMENTS

• Naturally customer obsessed, you aim to provide first class support

• Organised & methodical, able to handle multiple projects & customers’ requests simultaneously

• Creative, curious & innovative, able to maintain, enhance and develop our training and support capabilities & assets

• Autonomous, proactive, willing to make an impact on the team and our customers

WHO WILL YOU BE WORKING CLOSELY WITH

Reporting directly to the Head of Customer Support and Training, you will also work directly with the Client Success Managers, Local Success Managers and Product team to provide end-to-end support to our customers’ teams at points of sale. He/She ensures that the solution provides maximum value to the customer's local users, provides follow-ups and support and ensures that they become self-sufficient in its day-to-day use.

WHAT CRITIZR OFFERS YOU

• A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

• A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

• Fun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in top 100 of EU tech start-ups?)

• An international environment

• Attractive salary package including excellent pension, health insurance and life insurance

• Open and inclusive working environment including flexible hours and parent-friendly options