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Technical Customer Support Lead

Netherlands, Noord-Holland, LarenCustomer Success

Job description

Are you a quick learner who likes a good challenge? Would you describe yourself as pragmatic, structured and ambitious? If you are a team player, digitally savvy and a good communicator who likes to focus on the client, then you might be our new Technical Support Lead. In this role you will work in a fast-growing entrepreneurial environment, with a professional, fun, and informal office culture. You thrive in a multitasking scale-up environment, can adjust your priorities on the fly, and have excellent problem-solving skills. You enjoy playing a pivotal role in onboarding and implementation for our client base, contributing to the implementation of the Support best practices and customer success journey of SaaS-based software solutions.

What Will You Do

As Colect’s new Technical Customer Support Lead, you manage all functional and technical aspects of live customers on the Colect platform, both driving this yourself and by managing a small team of dedicated Support engineers. You take ownership of customer issues reported and see problems through to resolution by researching, diagnosing, troubleshooting, and identifying solutions.

You follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Whenever needed, you help team members in resolving support tickets and troubleshooting by acting as a point of escalation for difficult or advanced technical support issues.

You know how to identify and highlight best practices in Support and contribute to a knowledge base of articles. Interacting productively with sales and the development teams is an important part of your job.

About Colect

Colect is a premium mobile solutions provider designed for fashion, footwear, sports apparel, home interior and bodywear with over 420 brands and 86,000+ retailers worldwide using our tools on a daily basis. We deliver integrated scalable solutions for digital sales, remote sales and in-store selling in the B2B wholesale industry.

We digitalize Sales, Marketing and Distribution processes allowing fashion brands, agencies, distributors and retailers to connect via a mobile and cloud-based platform, improving the time-to-market, reducing costs of physical catalogs, sales samples and lookbooks while expanding their global footprint.

We are a high-powered international and multicultural team of very motivated professionals, spread across our headquarters in picturesque Laren (near Amsterdam) and various European locations. As a scale-up, we invest heavily in our teams and technology to lead the charge, drive constant innovation, delight our customers and rule out competition.

Why Work For Us

  • A fun, experienced and highly ambitious team that is transforming the fashion and home interior industry

  • Self-development through on-the-job training and educational courses

  • The latest Apple gear (laptop / iPad) and accessories

  • Very competitive compensation

  • Free office snacks, fruit, coffee/tea, soft drinks, etc.

  • Mobility allowance or car sharing subscription and working from home opportunities

  • Attractive discounts on several of our client brands

  • Regular fun team events and activities

Job requirements

  • Technical degree at secondary vocational education or Applied Sciences (HBO) or University level
  • Senior-level experience and technical understanding of SaaS-based platforms, data configuration, integrations, ERP solutions, relevant privacy regulations such as GDPR and security

  • 5+ years of experience in technical IT support/implementation (L2/L3)

  • 3+ years of experience in Service Level Agreements (SLA)

  • 3+ years experience in setting up and maintaining monitoring system

  • Skills to provide a structured, informative, and enjoyable support experience with timely and clear communication

  • Ability to develop strong relationships with clients, partners, and co-workers

  • Ability to articulate technical information in a comprehensible way to clients

  • Excellent written and verbal communication skills in English

  • French and/or German language skills would be a plus

  • Digitally savvy, mobile / Apple enthusiast

  • A great personal drive, high energy, hands-on; no one needs to push you to excel, it’s who you are