At a Glance
- Tasks: Support customers by resolving technical issues and delivering exceptional service.
- Company: Leading global SaaS provider with a vibrant, remote-first culture.
- Benefits: Competitive salary, unlimited vacation, and amazing perks from day one.
- Other info: Clear career progression and a supportive, inclusive work environment.
- Why this job: Join a dynamic team and make a real impact on customer experiences.
- Qualifications: Fluent in Dutch and English, with a passion for problem-solving.
The predicted salary is between 34100 - 34100 £ per year.
Our US HQ’d client is a leading global Saa S software provider, and a global sector lead in its industry, with over 1300 employees spread over offices in the US; UK; Netherlands; Spain; Germany; and Australia.
They are a remote-first organization and over 38% of employees reside outside the United States.
Through their incredible suite of products and services, they have achieved phenomenal company growth over the last 15 years, and consistently offers new opportunities for their talent to advance. 29% of the global workforce gets promoted or moves into a new role every year!
This phenomenal Saa S firm who we have worked with for over 13 years, is large enough to provide immense opportunity, but small enough to maintain the energy of a start up.
It is consistently ranked as a great place to work for their strong culture, teaming with authenticity, and rewarding career opportunities!
We are now hiring for a Bilingual (English / Dutch) Product Support Analyst to support their Saa S Solutions
Salary
: £34,100 Fixed + 8% Bonus paid Quarterly (Fully attainable) +Uncapped Paid Holiday entitlement + Amazing Benefits package and unrivalled working culture
Must be Bilingual
- DUTCH / ENGLISH
- CLEAR CAREER PROGRESSION PLAN in this role with plenty of opportunity across the org and Annual Salary Reviews.
• Excellent Onboarding programme!!
- About the Product Support Analyst (Bilingual Dutch)
- Reporting to a Manager of Product Support, our Product Support Analysts are the core of what we do, which is creating and delivering an incredible customer experience!
- As a Product Support Analyst, you are on the front lines as our customers\' first point of contact, responsible for understanding and empathizing with the technical challenges they’re facing and how these challenges impact their business.
- Supporting our 15+ product lines, it is your job to strive for first-call resolution, troubleshooting any errors and getting our customers back up and running so they can complete their work.
Whether you are experienced in customer support looking to step into technical for the first time, or you’re a seasoned tech support analyst - we have an opportunity for you!
A typical day as a Product Support Analyst will include...
- Answering incoming B2B customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues.
- Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business.
- Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future.
- Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise.
- If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths.
- Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it.
- Share your knowledge gained from troubleshooting issues by contributing to the global knowledge management system through flagging, editing, creating, and reusing articles.
- Adhering to key customer and team focused metrics to maintain high standards in performance
This Product Support Analyst role is a fit for you if...
- Fluent in Dutch.
- You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer facing interaction.
- You are a quick learner who feels you can confidently articulate software-related and technical concepts.
- You can demonstrate deep caring and critical thinking around problem resolution
Bonus Points for
- You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment.
- You have 1+ year of experience in delivering software support.
- You have 1+ year of recent hands-on experience with relational databases (SQL Server)
What we offer...
- Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP.
- Access to our Discounts and Wellbeing Portal.
- Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme.
- Unlimited Vacation.
- Quarterly paid volunteer days.
- Lucrative Employee Referral Program (eligible prior to your first day)
- Career development opportunities up/across the company
- The company’s core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience.
- The vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success.
- We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
- We are a people-first culture where everyone’s contribution is valued and respected.
- We\'re looking for smart, forward-thinking individuals who aren\'t afraid to challenge the status quo and bring fresh perspectives to the table.
If you\'re someone who thrives in a casual, yet fast-paced and agile environment, we\'d love to have you join us.
Product Support Analyst (Bilingual Dutch / English) in Preston employer: Bridgewater Resourcing Solutions Limited
As a leading global SaaS provider, our company is an exceptional employer that prioritises employee growth and satisfaction. With a remote-first culture, we offer unparalleled benefits including unlimited vacation, a clear career progression plan, and a commitment to diversity and inclusion, ensuring every team member feels valued and empowered. Join us in a dynamic environment where your contributions matter and you can thrive both personally and professionally.
Contact Details:
Bridgewater Resourcing Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst (Bilingual Dutch / English) in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bridgewater Resourcing Solutions Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bridgewater Resourcing Solutions Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Analyst (Bilingual Dutch / English) in Preston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bridgewater Resourcing Solutions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Bridgewater Resourcing Solutions Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bridgewater Resourcing Solutions Limited!
How to prepare for a job interview at Bridgewater Resourcing Solutions Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
