Customer Services Consultant (1st line)

As a Customer Services Consultant, you are the first point of contact when customers encounter issues with our software. With your high-level overview, you gather the necessary information on their questions and issues. You then assign tickets to second-line colleagues, or if necessary, to third-line experts.

You are responsible for:

• Making your customers’ day by providing solutions for the challenging problems they experience.
• Reducing outstanding customer calls. You take ownership of the tickets assigned to you and are determined to find solutions.
• Accurately estimating the importance, urgency, and difficulty of the support request.
• Preparing clear and structured input on tickets that need support from one of your colleagues and ensuring the ticket is handled accordingly.
• Maintaining a strong network within your team and the company to find the optimal solution for your customer.
• Balancing your time, priorities, and incoming tickets while always keeping an overview.
• Taking care of cloud platform operations 1st line.
• Other ad-hoc office admin tasks requested by company