Customer Support Specialist L2
il y a 3 semaines
Join a forward-thinking organization with ambitious goals
Apsis, an Efficy company, is a prominent European provider of Customer Relationship Management (CRM) solutions, delivering comprehensive, adaptable, and scalable software designed to foster business growth. Our platform encompasses tools for marketing automation, sales, project management, customer service, and customer engagement, currently utilized by over 300,000 users across 63 nations.
Established in 2005 and headquartered in Brussels, Apsis employs around 500 professionals across various locations, including remote work options.
Our mission is to empower businesses by transforming customer data into actionable insights while streamlining employee workflows.
A distinctive workplace culture
We prioritize the well-being of our employees, offering a vibrant work environment filled with challenges, engaging activities, and a culture of open communication.
Your Contribution
We are looking for a dedicated Customer Support L2 to enhance our clients' experiences with our innovative CRM platform - Tribe. As an essential member of our Customer Service team, you will be tasked with delivering exceptional support to our esteemed clients.
In your role as a Customer Support L2 agent, you will adeptly handle customer inquiries through various channels, including email, phone, and online chat. Your technical expertise will be crucial in resolving complex issues or efficiently escalating them to the appropriate teams when necessary.
Your responsibilities extend beyond simple problem-solving; you will actively work to improve our customers' experiences by aligning your efforts with their needs and contractual commitments. By anticipating potential challenges, you will collaborate with our R&D team to identify innovative solutions, ensuring optimal performance and user satisfaction within our CRM application.
Key Responsibilities
- Addressing incoming inquiries from customers and first-line support.
- Diagnosing and resolving intricate functional issues faced by our clients.
- Monitoring the timely resolution of inquiries in accordance with established objectives.
- Managing second-line support via telephone, email, and chat.
- Contributing to the knowledge base by documenting troubleshooting guides.
- Keeping abreast of our CRM platform - Tribe, and proactively learning about new or updated functionalities.
- Familiarizing yourself with internal procedures to maximize your ability to assist customers without unnecessary redirection.
- Sharing technical insights with the first-line support team, including solutions to escalated issues.
- Updating customer records after each interaction, documenting the nature of the communication and reporting trends as needed.
About YOU
- To be successful in this role, candidates should possess the following attributes:
- Highly organized and structured, capable of managing multiple tasks simultaneously and adjusting priorities as needed.
- Diplomatic, with the ability to convey complex information in a straightforward manner.
- Solution-oriented, focused on efficiently resolving issues and enhancing processes.
- Independent, detail-oriented, resilient under pressure, and a collaborative team player.
- Excellent communication skills.
- A customer-focused mindset.
- Experience in customer-facing roles.
- A proactive approach to learning, particularly regarding CRM and marketing solutions.
- Familiarity with web applications, preferably SaaS and APIs.
- Proficiency in French, with a good command of English and Dutch, both written and spoken.
We offer YOU
- A full-time hybrid position.
- A competitive salary package, including a bonus system and referral program.
- A stable and expanding company with an entrepreneurial spirit that values your ideas and supports their implementation.
- High flexibility, with hybrid work integrated into our culture.
- Modern offices designed for collaboration and teamwork.
- Opportunities for international growth and internal mobility.
- Engaging events, including team lunches, after-work activities, and trips.
- Learning opportunities in various areas, including languages, technology, product knowledge, sales techniques, and leadership.
Disclaimer
Apsis is committed to equal opportunity employment. We celebrate diversity and welcome applicants from all backgrounds.
Department
Professional Services & Customer Care
Role
Support Officer
Locations
Hybrid Remote
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