Technical Customer Support Specialist

Are you ready to make some history?!

Foleon is a leading content creation platform providing business teams with a fast and scalable way to produce highly-engaging content experiences that bring a new level of intelligence to their customer journeys.

Foleon is based in Amsterdam and New York and serves more than 1,200 global B2B brands.

We value people who are bold, ambitious, collaborative, and customer-centric. Even better, the ones who know how to work hard and have fun at the same time. We’re a team of highly driven people, with a great sense of human connection and a clear focus.

If you’re looking to build your career in a fast-growing international tech scale-up, you’re in the right place.

Your Mission

As a member of our support department, you play a crucial role in assisting all our customers. You will solve their technical questions and problems and collect and organize their feedback, which is instrumental in our continuous efforts to enhance our platform. Additionally, you will create content to empower our customers to be more self-sufficient.

Your Focus

• Investigate and answer questions about our product by chat/mail/video call

• Handle and troubleshoot more complicated questions

• Educate the customers on the use of our platform

• Create content for our knowledge base and internal documentation

• Collaborate with Development and Customer Success to solve customer issues

• Gather and translate customer feature requests to improve the platform

• Prepare questions for Quality Assurance

• Investigate bugs to help the development teams

• Report Customer Bugs via Jira

• Performance issue troubleshooting

• Help customers with their technical questions (SSO, Analytics, domains)

Your Competences

• You are a clear communicator. To the point, friendly, and able to communicate through all channels.

• You have a natural service and customer-oriented attitude

• You are proactive, flexible and can switch quickly

• You're analytical and tech-savvy: interested in IT, design, new technologies or online platforms

• You're organized and structured

• You are a true Inspector Holmes regarding troubleshooting and finding solutions.

• You can independently handle routine technical tasks, troubleshoot common issues, and seek guidance for more complex problems.

Your Experience and Skills

• Minimum a bachelor's degree or equivalent

• You are fluent in English, preferably also in Dutch

• You have worked in a customer-focused role for at least one year

• You have an affinity with IT, design, marketing or new technologies. And experience with working on an online platform

• Technical interest (background)

• You have experience in a SaaS or Software Company

What you get:

• Be part of a top-tier team in the Content Creation scale-up.

• Collaborate with an adaptable and flexible group of individuals to benefit from collective growth.

• Embrace the variety of backgrounds and values that each individual brings to the table.

• A flexible workplace that offers a conducive atmosphere for productivity.

Perks:

• Hybrid way of working

• Company pension program

• Learning budget

• Transportation allowance

• 25 days holiday paid leave

• Working from abroad (6 weeks)

• Workout benefit

• Mental health online platform and counseling

• Volunteer day

• Apple gear

• Company events and more fun!

Want to know more? Head over to our lovely Foleon Doc to delve deeper into our offerings and discover more about this vacancy!