Platform Support Pro: SaaS Helpdesk & Troubleshooter

LiveWords B.V.; Amstelveen; Vor Ort; EUR 32.000 - 52.000; Vollzeit

Zusammenfassung

Acolad is seeking a Technical Support Agent to be the first contact for client and employee questions about Acolad Live. You will document, analyze, and resolve first-line issues, keeping users informed and escalating when needed.

You will diagnose standard problems, follow escalation procedures, and contribute to knowledge bases and guides, ensuring data security and smooth service delivery across our global teams.

Qualifikationen

• MBO-level education or equivalent; an IT/ICT-related qualification is an advantage.
• Experience in technical support, application support, a service desk or a comparable customer-facing support role is preferred.
• Experience with SaaS platforms, telephony or interpreting services is an advantage but can be developed on the job.
• Languages: Fluent Dutch and English.

Aufgaben

• Provide timely first-line technical support to clients, employees and vendors using Acolad Live.
• Register questions and incidents accurately in the designated support system, including the affected user, time, environment, steps to reproduce, screenshots or logs, scope and operational impact.
• Diagnose and resolve standard issues using agreed procedures, workarounds and knowledge articles.
• Escalate unresolved, recurring, high-impact or security-related issues to the appropriate technical owner.
• Communicate clearly throughout the ticket lifecycle, set realistic expectations, provide status updates and confirm resolution before closing a ticket.
• Follow incident priorities and service levels and immediately flag incidents affecting multiple users or service continuity.
• Test and validate fixes, changes and new functionality in acceptance and production environments and document the outcome.
• Collaborate with the Business Process Owner by providing structured incident information, recurring issue patterns, user feedback and operational impact assessments.
• Maintain troubleshooting guides, FAQs and knowledge articles, and provide practical guidance or short demonstrations to users and Support Team colleagues.
• Handle personal and confidential information in line with Acolad security, privacy and access-control requirements.

Kenntnisse

Service orientation

Problem-solving

Communication

Organisation

Technical knowledge

Dutch & English proficiency

Ausbildung

MBO-level education or equivalent

IT/ICT-related qualification

Tools

MS Office

SaaS applications

Ticketing systems

APIs & integrations

Telephony

Jobbeschreibung

Acolad is seeking a Technical Support Agent to be the first contact for client and employee questions about Acolad Live. You will document, analyze, and resolve first-line issues, keeping users informed and escalating when needed.

You will diagnose standard problems, follow escalation procedures, and contribute to knowledge bases and guides, ensuring data security and smooth service delivery across our global teams.