Customer Support Specialist

Orisha; Frankhuis; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work arrangements

Flexible work arrangements

Travel allowance

Pension plan

Job summary

Orisha is seeking a Customer Support Specialist to be the primary contact for daily users, bridging customer experience and software development in a fast-growing SaaS environment. You will handle inquiries across email, chat, phone, and tickets, ensuring timely responses and SLA compliance.

Based in Zwolle, this full-time role offers a gross monthly salary of €2,500–€3,200 with hybrid and flexible work arrangements, travel allowance, and a pension plan.

Qualifications

• 1 to 3 years of experience in a customer-facing or technical support role (Customer Support, IT Helpdesk, or SaaS Support).
• Hands-on experience with ticketing and CRM tools (ideally Zendesk and HubSpot, or equivalent platforms).
• Excellent written and verbal communication skills in English, allowing you to interact comfortably with non-technical users as well as Product Managers.
• Strong logical analysis skills, with the ability to quickly identify friction points and methodically break down resolution steps.
• Empathetic, patient, and driven by a strong customer-service mindset.
• Proactive and curious to understand the architecture of the products you support, remaining calm and effective in a fast-paced environment.

Responsibilities

• Frontline Customer Engagement: handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs.
• Diagnosis & Resolution (Triage): analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly.
• Escalation & Product Synergy: accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap.
• CRM & Ticketing Management: maintain and qualify customer records and ticket lifecycles within Zendesk and HubSpot.
• Documentation & Knowledge Base: continuously enrich our internal knowledge base and external help center FAQs to increase customer autonomy and team efficiency.

Skills

Customer-facing experience

Zendesk

HubSpot

English communication

Problem solving

Curiosity

Tools

Zendesk

HubSpot

Job description

Customer Support Specialist

Join Orisha Commerce and play an active role in customer satisfaction in a fast-growing SaaS environment.

As a Customer Support Specialist, you will be the primary point of contact for our daily users, building a direct bridge between on-the-ground customer experience and the development of our software solutions.

Missions :

• Frontline Customer Engagement : handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs.

• Diagnosis & Resolution (Triage) : analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly.

• Escalation & Product Synergy : accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap.

• CRM & Ticketing Management : maintain and qualify customer records and ticket lifecycles within Zendesk and HubSpot.

• Documentation & Knowledge Base : continuously enrich our internal knowledge base and external help center FAQs to increase customer autonomy and team efficiency.

At Orisha, AI is an everyday ally : we encourage and train every employee to use Gemini to boost creativity and productivity.

Who you are ?

• 1 to 3 years of experience in a customer-facing or technical support role (Customer Support, IT Helpdesk, or SaaS Support).

• Hands-on experience with ticketing and CRM tools (ideally Zendesk and HubSpot, or equivalent platforms).

• Excellent written and verbal communication skills in English, allowing you to interact comfortably with non-technical users as well as Product Managers.

• Strong logical analysis skills, with the ability to quickly identify friction points and methodically break down resolution steps.

• Empathetic, patient, and driven by a strong customer-service mindset.

• Proactive and curious to understand the architecture of the products you support, remaining calm and effective in a fast-paced environment.

This position is a full-time permanent contract, based in offices in Zwolle (Netherlands).

Gross monthly salary between €2,500 and €3,200.

Benefits : hybrid and flexible work arrangements, travel allowance, and pension plan.

About Orisha

Founded in 2003, Orisha is a European software publisher providing solutions tailored mainly to retail, real estate, healthcare, construction, and agrifood businesses.

Since its inception, Orisha has helped companies succeed by offering specialized, essential software for their daily operations. Orisha generates €350 million in revenue and employs over 2,200 people.

Orisha supports more than 50,000 customers across 100+ countries with the technology they need to run their businesses every day.

If this sounds like you, let us know! We look forward to meeting you.

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