Customer Support Specialist at Platform Science

<p>&nbsp;</p> <h3 data-path-to-node="7"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Who We Are</span></h3> <p data-path-to-node="8"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">At Platform Science, we’re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.</span></p> <p data-path-to-node="9"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.</span></p> <h3 data-path-to-node="11"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">About the Role</span></h3> <p data-path-to-node="12"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">As a <strong data-path-to-node="12" data-index-in-node="5">Customer Support Specialist</strong>, you are the first point of contact for our customers, handling inquiries via phone and/or email-created tickets. Your primary goal is to provide time-sensitive technical support and exceptional customer service for customers using our products and services. You will be responsible for prompt resolution, always aiming for a correct solution, and escalating issues when necessary. This is a crucial, high-impact role that maintains our reputation for quality service.</span></p> <h3 data-path-to-node="14"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Essential Responsibilities</span></h3> <ul data-path-to-node="15"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="15,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="15,0,0" data-index-in-node="0">Support Triage:</strong><span class="citation-1032 citation-1033 citation-end-1033"> Handle all incoming support calls via triage, ensuring no calls are rejected, and manage tickets efficiently in assigned language queues on a FIFO basis.</span></span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="15,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="15,1,0" data-index-in-node="0"><span class="citation-1030 citation-1031">Technical Analysis:</span></strong><span class="citation-1030 citation-1031 citation-end-1031"> Perform initial analysis of reported technical issues, conduct validation calls with customers, and coordinate next steps with local installers.</span></span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="15,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="15,2,0" data-index-in-node="0"><span class="citation-1028 citation-1029">Return Authorizati</span><span class="citation-1026 citation-1027 citation-1028 citation-1029">ons:</span></strong><span class="citation-1026 citation-1027 citation-1028 citation-1029 citation-end-1029"> Manage Return Authorizations (RA) tickets precisely accor</span><span class="citation-1026 citation-1027 citation-1028 citation-end-1028">ding to established company procedures.</span></span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="15,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="15,3,0" data-index-in-node="0"><span class="citation-1023 citation-1024 citation-1025 citation-end-1025">Policy A</span><span class="citation-1023 citation-1024">dherence:</span></strong><span class="citation-1023 citation-1024 citation-end-1024"> Adhere strictly to escalation and support policies to ensure prompt resolution or a clean hand-off to higher-tier technical support.</span></span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="15,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="15,4,0" data-index-in-node="0"><span class="citation-1021 citation-1022 citation-end-1022">Professional Co</span><span class="citation-1021">mmunication:</span></strong><span class="citation-1021 citation-end-1021"> Communicate effectively, patiently, </span>and professionally with customers through various channels including phone, email, and ticketing systems.</span></p> </li> </ul> <h3 data-path-to-node="17"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience &amp; Qualifications</span></h3> <ul data-path-to-node="18"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="18,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="18,0,0" data-index-in-node="0">Language Skills:</strong> Professional fluency in <strong data-path-to-node="18,0,0" data-index-in-node="41">French and Dutch</strong> is mandatory, combined with a good proficiency in <strong data-path-to-node="18,0,0" data-index-in-node="108">English</strong> (written and verbal for internal collaboration).</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="18,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="18,1,0" data-index-in-node="0">Technical Aptitude:</strong> Comfortable working in an IT and software environment, with a proven capacity to learn technical products and processes quickly.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="18,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="18,2,0" data-index-in-node="0">Organizational Excellence:</strong> High level of organizational skills, reliable follow-through, and a proactive attitude.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="18,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="18,3,0" data-index-in-node="0">Adaptable Mindset:</strong> Strong willingness to learn new products, tools, and procedures as our industry evolves.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="18,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="18,4,0" data-index-in-node="0">Preferred:</strong> Prior experience working in customer support centers (contact center, helpdesk) is a significant plus.</span></p> </li> </ul> <h3 data-path-to-node="20"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Traits of a Successful Candidate</span></h3> <ul data-path-to-node="21"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="21,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="21,0,0" data-index-in-node="0">Patience &amp; Empathy:</strong> Strong communication skills and the patience required for handling complex client inquiries via phone and email.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="21,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="21,1,0" data-index-in-node="0">Proactivity:</strong> High level of drive to manage time-sensitive support requests effectively and promptly.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="21,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="21,2,0" data-index-in-node="0">Detail-Oriented:</strong> Reliable and precise, particularly when adhering to operational support and escalation policies.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="21,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="21,3,0" data-index-in-node="0">Customer-Centric:</strong> A customer-focused approach, always aiming to find a correct, high-quality, and timely solution.</span></p> </li> </ul> <h3 data-path-to-node="23"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Benefits</span></h3> <p data-path-to-node="24"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">The company offers a comprehensive package to regular, full-time employees in Belgium:</span></p> <ul data-path-to-node="25"> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="25,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="25,0,0" data-index-in-node="0">Compensation:</strong> €40,000 gross per year.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="25,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="25,1,0" data-index-in-node="0">Time Off:</strong> 20 statutory vacation days + 12 ADV days (32 days total) + 1 Global Day of Service.</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="25,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="25,2,0" data-index-in-node="0">Allowances:</strong> Monthly meal vouchers (€7.50/day), Home Working Allowance, Internet Allowance, and annual Ecocheques (€250).</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="25,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="25,3,0" data-index-in-node="0">Insurance:</strong> Comprehensive Medical Insurance (DKV) and Pension &amp; Life Insurance (Baloise).</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"> <p data-path-to-node="25,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong data-path-to-node="25,4,0" data-index-in-node="0">Environment:</strong> A collaborative, international setting within a high-growth IoT leader.</span></p> </li> </ul> <p>&nbsp;</p>