Customer Support Specialist

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

Benefits offered by this job

Hybrid work model

Travel allowance

Pension plan

Job summary

Orisha is seeking a Customer Support Specialist in the Netherlands to serve as the primary contact for customers, resolving everyday issues and reducing churn. You will engage across channels, document incidents, and escalate to Product and L2 teams while updating Intercom FinAI records.

You bring 1–3 years in customer or technical support, fluent Dutch and English, and comfort with ticketing tools and CRMs. This role offers a 12‑month contract, hybrid working, and a pension plan.

Qualifications

• 1–3 years of experience in customer support or technical support (SaaS/Helpdesk).
• Hands-on experience with ticketing tools and CRMs.
• Fluent in Dutch and English (spoken and written).
• Strong logical reasoning skills to isolate friction points.
• Empathetic, patient, and driven by customer service.
• Proactive and curious about software architecture and solutions.

Responsibilities

• Handle multi-channel requests (email, chat, phone, tickets) with professionalism and SLAs.
• Analyze issues, diagnose functional anomalies, and guide customers to fast resolutions.
• Document and escalate complex incidents to Product / L2 Support; contribute to roadmap feedback.
• Keep customer files and ticket lifecycles up to date in Intercom FinAI.
• Contribute to AI-first knowledge base and FAQs to improve self-service.

Skills

Ticketing tools

CRMs

Dutch language

English language

Logical reasoning

Empathy

Proactivity

Tools

Intercom

FinAI

Gemini

Job description

Join Orisha Commerce and our suite of B2B solutions (App4Sales / Core-suite).

As a Customer Support Specialist, you will work closely with Rosanne de Wit. You will be the primary point of contact for our customers, playing a central role in their daily satisfaction, resolving their operational challenges, and reducing churn.

Missions :

1/ Frontline Customer Engagement & Customer Relations

• Handle incoming multi-channel requests (email, chat, phone, ticketing) with responsiveness, rigor, and professionalism.

• Ensure strict compliance with our Service Level Agreements (SLAs).

2/ Diagnostics, Triage & Resolution

• Analyze user issues and diagnose common functional anomalies.

• Guide customers step-by-step with clarity and pedagogical care to provide fast and effective resolutions.

3/ Product Synergy & L2 Escalation

• Accurately document and elevate complex technical incidents and feature requests to the Product and L2 Support teams (bug reproduction, detailed context).

• Directly contribute to shaping and guiding the software roadmap through field feedback.

4/ CRM & Ticketing Management

• Keep all customer files and ticket lifecycles up to date and qualified within Intercom FinAI.

5/ "AI-First" Documentation & Knowledge Base

• With a firmly AI-first approach, 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?

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

• You have hands‑on experience with ticketing tools and CRMs.

• Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.

• You have strong logical reasoning skills, capable of quickly isolating friction points and

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

• Proactive and curious, you strive to understand the architecture of the software solutions you support and maintain composure and efficiency in a fast‑paced environment.

This position is available on a 12-month fixed-term contract (renewable for another 12 months) and based in our offices in Nijkerk (Netherlands).

Gross Salary: between €2,500 and €3,200 per month (fixed 13th month included in the package).

Benefits: hybrid and flexible working model, travel allowance, and pension plan.

About Orisha

Founded in 2003, Orisha is a European software publisher primarily serving retail, real estate, healthcare, construction, and agrifood businesses.

Since its creation, Orisha has been guiding businesses toward success by providing industry-specific, mission-critical solutions. Orisha generates over €350M in revenue and has more than 2,200 employees.

Orisha supports over 50,000 customers across more than 100 countries in their daily technology needs to keep operations running.

If you see yourself in this project, let us know! We look forward to meeting you.

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