Technical Support Specialist | Netherlands

Technical Support Specialist

We're seeking a Technical Support Specialist to join our dynamic Client Experience (CX) team at Degreed in the Netherlands. In this role, you'll engage directly with clients to ensure swift and effective resolution of technical issues, playing a crucial role in shaping client satisfaction and retention.

As a Technical Support Specialist, you'll be a problem-solver and trusted advisor, making a tangible impact on our clients' success and the overall Degreed experience. You'll report to the Manager, International Technical Support and work in a hybrid capacity from the Netherlands, with the expectation to join our office in Leiden once a week.

We're looking for someone who takes ownership of creating smooth client journeys, consistently focuses on solutions and accountability, and approaches every day with professionalism, positivity, and a drive to elevate the client experience. Participation in scheduled weekend rotations is required to ensure we maintain consistent client support.

Key Skills:

• 2+ years of experience in a SaaS product environment.
• 3+ years in technical customer support or help desk roles.
• Experience with APIs, integrations, or webhooks.
• Language Proficiency: Professional fluency in English, with strong skills in speaking, listening, reading, and writing. Fluency in a second language such as Spanish, Italian... is highly desirable.
• Adaptability: Ability to quickly learn and support new software applications; works well in dynamic environments, adapting to changing priorities and client needs effectively.
• Clear Communication: Strong written and verbal communication skills; adept at simplifying technical concepts for non-technical users.
• Conflict Resolution: Ability to defuse frustration and inspire confidence while guiding clients through resolutions.
• Analytical Problem-Solving: Excellent at analyzing issues and delivering quick, effective solutions.
• Collaboration & Independence: Capable of working independently, as part of a team, and cross-functionally to enhance client support and product improvement.
• Client-Centric Mindset: Prioritize the client's needs while balancing organizational goals.
• Empathy & Patience: Demonstrate patience and empathy while delivering exceptional client experiences, ensuring users feel understood, supported and valued.
• Time Management: Skilled at prioritizing and managing multiple cases to ensure timely and high-quality resolutions.
• Attention to Detail: Ensures accuracy in troubleshooting, documentation, and communication to minimize errors and misunderstandings.

Key Responsibilities:

• Deliver Client Support: Provide prompt, high-quality technical support to Degreed clients by phone, email and chat, owning tickets from first response through to resolution.
• Document & Share Solutions: Accurately record issues and resolutions; contribute to our Knowledge Centre with clear, helpful articles.
• Diagnose & Resolve Problems: Analyze issues, research solutions, and resolve technical challenges tailored to each client's needs.
• Escalate When Needed: Recognize when cases need escalation and route efficiently to appropriate team members.
• Stay Current: Keep up with product updates and team processes to support clients with the latest knowledge.
• Champion Client Experience: Listen actively, show empathy, and turn client challenges into positive experiences.
• Collaborate & Improve: Work cross-functionally and participate in team initiatives to drive continuous improvement.
• Support Onboarding: Help onboard and train new team members, sharing best practices and fostering team growth.
• Manage Priorities: Monitor ticket queues, prioritize urgent issues, and manage your time effectively.
• Proactive Support: Identify potential client challenges early and offer solutions before issues escalate.

Compensation:

We are committed to fair and equitable compensation practices. The total pay range for this role is € 40,000 - € 43,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.