Consultant Applicatieondersteuning, Nederlandstalig

Role Overview

• 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 (French, 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

Tech Stack

• SQL

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!