SaaS & App Support Specialist — First Line

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

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.