Technical Support Agent (m/f/d) – Onboarding & Support | Brussels and periphery

Nexxtlab SA; Brussel Hoofdstad; On-site; EUR 35,000 - 55,000; Full time

Benefits offered by this job

Opportunities for personal and professional growth

Access to latest technologies

Dynamic international team

Some homeworking days possible

Job summary

A dynamic energy solutions provider in Brussels is looking for a Technical Support Agent to assist with onboarding and support. This role requires strong communication skills in French and English, along with a technical background in energy management systems. You will guide customers through their integration process, provide training, and ensure their long-term satisfaction with our solutions. Join our collaborative team dedicated to the energy transition and help customers maximize their product experience.

Qualifications

• Professional experience in Customer Success, Onboarding, or Technical Support, ideally in energy management.
• Strong proficiency in French and English; German and Dutch are advantageous.
• Technical understanding of energy management systems like photovoltaic systems.

Responsibilities

• Guide customers through onboarding, ensuring optimal setup for energy management solutions.
• Conduct personalized training sessions to enhance product usage confidence.
• Act as the primary contact, fostering strong relationships with customers.

Skills

Customer Success

Technical Support

French

English

Communication Skills

Problem Solving

Job description

Technical Support Agent (m/f/d) – Onboarding & Support | Brussels and periphery

Languages: French and English are required; Dutch and German

About Nexxtlab SA

At Nexxtlab, we are driving the energy transition by delivering innovative energy management solutions that simplify how our customers control and optimise energy use. Our Customer Success team is essential to ensuring that clients not only get the most out of our products but also feel supported throughout their journey with us. As part of a small and agile team, you will play a key role in making sure customers successfully integrate our solutions and remain satisfied in the long term.

Your Responsibility

As a Technical Support Agent within the Onboarding & Support team, you will be part of the broader Customer Team. Your primary focus will be to guide customers through a seamless onboarding process, foster a long-term relationship built on trust, and provide ongoing support that ensures their success with our products. Specifically, your responsibilities will include:

• Onboarding: Guide customers through every stage of onboarding, from installation to full operational readiness. You’ll ensure that they are set up for success and understand how to get the most from our energy management solutions.
• Training: Conduct personalised training sessions and workshops—both online and on-site—to ensure that customers are confident in using our products. Tailor these sessions to meet the diverse needs of different users.
• Integration: Ensure that all system components (e.g., PV systems, charging stations, heat pumps, battery systems) are optimally integrated into the customer’s energy management setup, ensuring seamless operation.
• Customer Relationship Management: Act as the primary point of contact for customers, developing strong, trust-based relationships. Your role is to act as the voice of the customer within Nexxtlab, ensuring their feedback is heard and their concerns are addressed.
• Ongoing Support: Provide timely, high-quality support to address technical issues and inquiries, ensuring continuous customer satisfaction.
• Documentation: Maintain clear and detailed documentation of all interactions, processes, and solutions to enhance internal transparency and communication.
• Knowledge Management: Contribute to the creation and maintenance of a customer-facing knowledge base, offering self-service resources that help customers resolve common issues and use our products more effectively

Your Profile

You are passionate about helping customers succeed, with a knack for solving problems and making technical topics easy to understand. Ideal candidates will have:

• Professional experience in Customer Success, Onboarding, or Technical Support, ideally in the energy management or renewable energy sector
• Strong proficiency in French and English; German and Dutch are a plus
• A technical understanding of energy management and control of assets such as photovoltaic systems, charging stations, heat pumps, and battery systems
• Proven experience in training and communicating with diverse customer groups
• A customer-first mindset, with a passion for fostering long-term relationships and ensuring customers get maximum value from our products
• Excellent communication skills, with the ability to simplify complex topics and tailor your approach to different audiences
• Strong documentation skills, with the ability to create user-friendly knowledge base content that supports customer self-service

What we Offer

• A dynamic, international team and exciting challenges in the fast-growing energy transition sector
• Opportunities for personal and professional growth, including industry-specific training and certifications to enhance your skills
• Some homeworking days are possible
• Access to the latest technologies and tools to help you succeed in your role
• A collaborative company culture that values input from all team members and promotes continuous improvement
• A forward-thinking approach, integrating tools like HubSpot to enhance internal processes, including customer onboarding and support

How to Apply

We look forward to receiving your application! Please send your CV and cover letter to [e-mail]

Do you want to know more? Let’s meet up and talk!