Consultant for sustainability projects with Anthesis, specializing in circular economy and life cycle analysis. Contributing to environmental performance improvements for various organizations with innovative solutions.
About the role
- Customer Support Specialist providing high-quality support for Nextlane software solutions. Engaging in problem resolution and continuous improvement in customer experience with a focus on user satisfaction.
Responsibilities
- Deliver timely, high-quality, and customer-focused front-line support
- Ensure customer issues are properly understood, documented, and resolved or escalated
- Contribute to a consistent and professional customer support experience
- Actively support continuous improvement through knowledge sharing and feedback
- Handle incoming customer support requests via phone, email, chat, or other support channels
- Analyze customer questions and issues related to daily usage of Nextlane software solutions
- Provide clear guidance, explanations, and solutions within the defined support scope
- Detect incidents, software issues, or potential risks and ensure proper follow-up
- Accurately log, qualify, and document customer requests in the support ticketing system
- Ensure correct prioritization and follow established support processes and SLAs
- Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context
- Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction
- Maintain a professional, reassuring, and customer-centric communication style
- Build trust with customers through clear explanations and regular follow-up
- Ensure customers are informed about progress, next steps, and resolution timelines
- Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation
- Share recurring issues, customer feedback, and improvement ideas with the Support team
- Continuously develop product and functional knowledge to improve support quality
- Work closely with Back Office Support, Infrastructure, and Expert teams on Issue resolution
- Coordinate with Consultants during customer onboarding and post- installation phases
- Escalate commercial requests or opportunities to Sales when outside the support scope
Requirements
- Experience in customer support or technical support in a software or SaaS environment
- Experience working in a ticket-based support organization is a strong plus
- Fluent in English & Dutch
- Additional languages (Frecnh, Portuguese, Spanish, German) are a strong plus
- Basic to intermediate understanding of software applications and IT environments
- Knowledge of databases and SQL
- Ability to clearly document issues, solutions, and customer interactions
- Comfortable working with ticketing systems and internal support tools
- Strong customer service mindset with excellent communication skills
- Ability to analyze problems quickly and provide structured responses
- Calm, proactive, and solution-oriented approach
- Ability to prioritize, escalate when needed, and work autonomously
- Willingness to learn and continuously develop technical and functional expertise
Benefits
- Hybrid Work : 2 days on site, 3 days in remote
- Annual Payments : 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November)
- Meal Voucher: €10,20 per working day
- Vacation : 23 vacation days, plus 24th or 31st December off
- Language Training : Access to group classes in Spanish, English, or French
- Private Medical Insurance : Multicare coverage
- Teambuilding : Join us for memorable afterworks and team activities!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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