Platform Support Specialist

Acolad group; Amstelveen; On-site; EUR 32,000 - 54,000; Full time

Job summary

Acolad group is seeking a Technical Support Agent to be the first contact for clients, employees, and interpreters using Acolad Live. You will blend technical troubleshooting with customer service to deliver fast, accurate support.

You’ll analyze issues, follow established procedures, document resolutions, and contribute to knowledge bases. Strong Dutch and English communication is required, and you will work on-site in Amstelveen, NL.

Qualifications

• MBO-level education or equivalent; IT/ICT qualification is a plus.
• Experience in technical support or service desk is preferred.
• Experience with SaaS platforms, telephony, or interpreting services is a plus.

Responsibilities

• Provide first-line technical support for users of Acolad Live.
• Register and triage incidents in the support system.
• Troubleshoot issues using documented procedures and knowledge bases.
• Escalate complex issues to specialized teams when needed.
• Keep users informed and ensure timely resolution.
• Contribute to knowledge bases and training materials.
• Protect sensitive information per security and privacy policies.

Skills

Service orientation

Problem-solving

Communication

Organisation

Technical knowledge

Dutch language

English language

Education

MBO-level education

IT/ICT qualification

Tools

MS Office

SaaS platforms

Ticketing systems

APIs

Job description

Job description: Are you passionate about technology, problem-solving, and helping people have a seamless digital experience? We’re looking for a Technical Support Agent to join our team and become the first point of contact for clients, employees, and interpreters using Acolad Live. In this role, you’ll combine technical troubleshooting, customer service, investigation, and continuous improvement to ensure users receive fast, accurate, and professional support.

What You’ll Do

• Provide first-line technical support for users experiencing questions or incidents with Acolad Live.
• Register, analyse, prioritise, and follow up on incidents accurately through the designated support system.
• Troubleshoot standard issues using established procedures, workarounds, and knowledge articles.
• Investigate issues involving SaaS applications, user accounts, browsers, devices, telephony, APIs, and system integrations.
• Escalate complex, recurring, high-impact, or security-related incidents to the appropriate technical specialists.
• Keep users informed throughout the ticket lifecycle, communicate clearly, and ensure issues are properly resolved before closure.
• Monitor service levels and quickly identify incidents that could impact multiple users or business continuity.
• Test and validate fixes, changes, and new functionality across acceptance and production environments.
• Work closely with the Business Process Owner by sharing recurring issue patterns, user feedback, operational impact, and structured incident insights.
• Contribute to knowledge bases, FAQs, troubleshooting guides, and user training.
• Handle personal and confidential information responsibly and in accordance with security, privacy, and access-control requirements.

What We’re Looking For

You’re a service-oriented problem solver who enjoys understanding how technology works and, most importantly, helping people get the most out of it. You take ownership, approach challenges with curiosity, and combine technical thinking with clear, professional communication.

Education & Experience

• MBO-level education or equivalent working and thinking level. An IT/ICT-related qualification is an advantage.
• Experience in technical support, application support, service desk, or a comparable customer-facing support role is preferred.
• Experience with SaaS platforms, telephony, or interpreting services is an advantage, but these areas can be learned and developed on the job.

Skills & Knowledge

Service orientation: You are proactive, service-minded, and take ownership of issues from initial contact through to resolution.

Problem-solving: You have strong analytical and technical troubleshooting skills and enjoy investigating issues to identify practical and effective solutions.

Communication: You communicate clearly and professionally with clients, employees, interpreters, and technical stakeholders, and can explain technical matters in a way that is easy to understand.

Organisation: You work in a structured and accurate way, with strong attention to detail when it comes to ticket documentation, prioritisation, follow-through, and keeping users informed.

Technical knowledge: You have working knowledge of MS Office, SaaS applications, user accounts, telephony, and ticketing systems, together with a basic understanding of APIs and system integrations.

Languages: You are fluent in Dutch and English, both written and spoken.