SaaS Customer Support Specialist: Frontline Troubleshooter

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

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.