Product Support Analyst

Overview

Our partner company, based in Ireland, is seeking a Product Support Analyst to join their customer-focused support team. This role offers the chance to become an integral member of the team by assisting users in resolving technical challenges and maximizing their software usage. You will serve as a reliable contact for clients, blending technical troubleshooting expertise with effective communication and empathy.

Key Responsibilities

• Act as the initial point of contact for customers via phone, email, and chat, providing support in both Dutch and English.
• Diagnose, investigate, and resolve issues related to various software products aiming for resolution at first contact.
• Understand the clients' problems and their impact on their business to deliver appropriate and effective solutions.
• Use critical thinking and independent judgment to address complex or unfamiliar technical problems.
• Refer issues to specialized internal teams when required.
• Maintain transparent and ongoing communication with clients to provide updates and ensure follow-through on commitments.
• Create and update support documentation to enhance internal knowledge management.
• Monitor customer service metrics to ensure consistently high standards.
• Collaborate with team members to share knowledge, improve processes, and reduce recurring issues.

Candidate Requirements

• Fluency in Dutch and English, both verbally and written.
• Proven experience in customer-facing roles with a strong record of delivering excellent service.
• Ability to clearly explain software concepts and effectively communicate technical information.
• Strong analytical and problem-solving abilities with attention to detail and proactive approach.
• Adaptability to a fast-changing work environment and eagerness to learn quickly.
• Empathy, patience, and a genuine commitment to assisting customers.
• Experience in technical troubleshooting in B2B or B2C settings is advantageous.
• Background in software support is highly preferred.
• Familiarity with relational database systems like SQL Server is beneficial but not compulsory.

Benefits and Perks

• Comprehensive benefits including critical illness insurance, life assurance, pension plans, income protection, vision care, and employee assistance programs.
• Optional private healthcare coverage and a ride-to-work initiative from day one.
• Employee discounts and access to well-being resources.
• Unlimited vacation policy promoting work-life balance.
• Paid volunteer days provided quarterly.
• Employee referral program that offers attractive rewards.
• Opportunities for career growth within various teams and functions.
• A collaborative, respectful culture that prioritizes people and continuous learning.

Additional Information

This position is filled through a partner company that manages all applications and subsequent hiring steps. The recruitment process incorporates AI-assisted candidate matching to fairly and efficiently shortlist candidates for internal consideration. Final hiring decisions and further procedures are overseen by the hiring team directly. The employer complies with applicable data protection laws and utilizes AI tools to support but not replace human judgment in recruitment.