First Line Support Agent (Customer Service)

  • Operations
  • Genk, Belgium

First Line Support Agent (Customer Service)

Job description

DESCRIPTION

  • Are you passionate about the Digital Learning World?
  • Are you all about servicing the customer in the best possible way?
  • Are you a self-starter and love to take ownership?
  • Are you fluent in English and Dutch?

AND do you have experience with client support within a technical environment/ SaaS company?

Perfect! In that case we would love to meet you!

About MobieTrain

At MobieTrain, we revolutionise workplace training with mobile microlearning. Our mission is to empower all employees with the right training content at the right time on the device they prefer, to help them succeed in their professional and personal development.

Knowledge is our Forte and we believe that we can empower people with knowledge through our Mobile-Learning App.

Our clients include Vans, Proximus, Decathlon, City of Antwerp, Hästens, Timberland and many more.

Role

You will aim to offer top of the line customer service by demonstrating a high level of service aptitude and customer empathy. You thrive in a culture that promotes empowerment, taking the initiative, finding solutions, collaboration, and having fun.

New clients will get an in-depth onboarding from our Customer Success Managers. After this full onboarding you will be the first point of contact to these customers for all their (technical) enquiries. You will have to manage the ticket lifecycle to ensure all queries are dealt with promptly and effectively.

You will also take an active part in delivering proactive and reactive support services (like G2), client & internal reporting and the associated admin required to deliver service excellence.

Since you are so close to our customers you will help to improve current processes and procedures regarding onboarding, customer support, development requests etc.

With your eye for detail, you will also allocate some time for testing new features within the application.

Furthermore, you will be responsible for the content and information on the Customer Support portal.

As a young scale up, we ask more of our 1st line support engineers than some larger businesses, so technical interest and hunger to learn more about the features of our application and it’s technicalities is certainly required, and you will be expected to handle tickets independently.

Requirements

Your profile

We are looking for an ambitious, energetic team member with a first working experience. We need you to push yourself and your colleagues to the next level!

Next to a technical interest, a customer focused and organizational spirit is part of your DNA. You are comfortable in taking ownership and searching for a positive solution together with the Customer Success team and colleagues from development department. Customer Centricity is always on your mind. This position offers responsibility, autonomy and creative freedom.

If you’re looking for a fast-paced tech culture and an opportunity to build together on an ambitious company in a young environment, then this is your chance to join our team.


Key Responsibilities

  • Provide email and phone-based support to MobieTrain’s customers and partners
  • Clearly comprehend the issues customers present by thinking creatively on behalf of the customer
  • Document known solutions to the internal and external knowledge base
  • Initial analysis and assessment of incident and alert tickets
  • Distribution of tickets to the correct teams to ensure prompt resolution within Service Level Agreement (SLA)
  • Taking ownership of assigned cases throughout the lifecycle of support
  • Ensure that all client support tickets and incidents are handled effectively with regular client communication conducted throughout
  • Escalation of more complex calls to the relevant support team member or colleagues in Development or Customer Success team
  • Experience with client support within a technical environment or an internal IT team and strong attention to detail is a big plus.
  • Reporting on a regular basis to senior management in headquarters
  • Fluent in English and Dutch, other language is a plus


Our ideal candidate will have:

  • Minimum of 2+ years of Customer Service experience, like 1st line support experience or equivalent in a SaaS company.
  • Previous experience of a ticket logging system and remote support tools.
  • Strong written and verbal communication skills
  • Experience and affinity in the software and technology industry
  • Experience using business tools such as Slack, Teams, Zendesk is a plus
  • Experience of working with agile methodologies
  • Proficient Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Excellent listening skills: capable of communicating in a fluid, back-and-forth manner that engages and invites an exchange of ideas
  • The ability to probe to understand the customers’ needs in full detail
  • Forward-thinking mentality: the ability to solve immediate issues and anticipate future issues
  • Strong analytical and problem-solving skills
  • Self-starter, initiative-taker and be driven to offer the best service to our customers
  • Work well in pressured situations and work to a deadline
  • Knowledge of security incidents and how to prioritize