Customer Support Representative, Brussels, Belgium
Il y a 5 mois
Our client is the leading cloud-based digital mortgage software provider in Europe. Founded in 2018, their mission is to enable a world-class mortgage experience for borrowers and lenders.
The client delivers a cutting-edge SAAS platform to lenders and mortgage brokers that works across multiple markets, enabling digital-first distribution and high-touch engagement with homebuyers with a seamless process from contact to contract. Today, they operate in 5 European countries working for a dozen lenders and mortgage broker groups.
Their early traction has attracted top industry investors, including Bessemer Venture Partners, ABN Amro Ventures, Constructive Fund, Verve Ventures, and Pitchdrive, and earned us recognition with top fintech accelerators: Barclays Techstars, Plug and Play, and F10 Fintech Accelerator.
The team operates throughout Europe, with over 21 nationalities and three main hubs in Zürich, Warsaw and Brussels.
**Your mission as a Customer Support Representative**
Your mission is to champion customer success through responsive support, meticulous configuration management, and proactive bug resolution. When customers have certain problems, they will come to you get ‘solutions on demand’. You will you'll guide customers, investigate and resolve issues promptly, and drive continuous improvement by offering valuable insights.
**Your responsibilities**:
- You will learn about the client products, our newest features and updates and use this knowledge to support our user where needed
- You will perform support activities (via mail and chat) by replying to customer questions, explaining them how to use the platform in the best possible way and by guiding them towards the help center where possible,
- You will make an impact by understanding the context where and how the customer operates and supporting them with questions and problems they might have
- You will maintain configuration and perform updates to configuration of our customers (e.g. interest rates of our customers change sometimes on a weekly basis, it will be your job to make sure things are up to date).
- You will investigate bugs/defects that are reported by customers and align with the product team to get them resolved in a timely fashion while keeping our customers up to date
- You will continuously look for ways to improve your work, to automate processes or to simply make our product better
**Your profile**:
- **Experience**: 3-5 years in a related role, with a spotlight on providing support to customers in a SaaS context
- **Analytical Mind**: A love for problem structuring and solution crafting, using your analytical prowess.
- **Stellar Communication**: Stellar communication and relationship-building skills both fluently in English and Dutch or French.
- **Agile Attitude**: An action-oriented mindset and a knack for 'getting things done.'
- **Tech-Savvy**: A healthy familiarity with SaaS Implementations and IT projects.
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