Technical Support Specialist

Do you want to work with international fashion brands and retailers and help us solidify our position as a leading innovator in the tech industry? Do you thrive on helping others with expert advice and taking decisive action? If so, you've found the perfect fit! As a Technical Support Specialist, you'll be the primary point of contact for our clients, ensuring our customers receive top-notch support. You're the first person they turn to for guidance on our products, and you're the one they count on when something unexpectedly goes wrong.

In this role, you’ll be closely connected to teams across the company. You’ll collaborate daily with Data Integration Managers, Product Success Managers, Account Managers, and other internal experts to solve customer issues, share feedback, and improve the way we support our products. Here, your next career step is just a department away, all you need is the drive to go for it.

What You'll Be Doing

• Handle customer requests via phone and ticketing systems, providing clear, professional, and empathetic communication while guiding users step by step through issues and general inquiries.

• Diagnose and resolve product-related and technical issues, owning tickets end-to-end including prioritization, follow-ups, documentation, and escalation when needed.

• Maintain accurate ticket records and ensure high-quality, timely responses and resolutions across all support activities.

• Collaborate closely with Product, Engineering, Customer Success, and Account Management teams, acting as a bridge by sharing customer feedback and insights.

• Identify recurring issues, contribute to help center content and internal documentation, and continuously improve support processes and efficiency.

Who You Are - We have an idea, but you know best!

Customer-Facing Communication

You have experience in customer-facing, technical, or SaaS support, confidently guiding customers over the phone with clear, professional communication to both customers and internal teams.

Problem-Solving & Ownership

You enjoy deep technical investigation to find root causes and take full ownership of issues, proactively following up until resolution or proper handover.

Technical Skills & Tools

You are comfortable with data structures, databases, Excel, technical systems, and various tools, with curiosity about products, integrations, and processes. No development experience required.

Organization & Multitasking

You are highly organized, reliable, and detail-oriented, adept at managing tickets, tracking follow-ups, documenting work, and balancing multiple requests without sacrificing quality.

Attitude & Team Fit

You are customer-centric yet analytical, bringing a positive attitude and enthusiasm for team-driven process improvements.

Language

You are fluent in Dutch and English.

What’s in it for you?

• Attractive salary package based on experience

• 25 vacation days + 24th of December off

• 20 Days Europe Remote Working Program

• A great office - we stick to a hybrid work model (minimum 3 days per week working at the office) and enjoy flexibility between working face to face with the colleagues at the office and opportunity to work from home

• Regular team activities - Christmas party, Trivia nights and even trips abroad to celebrate success together!

• Health is wealth - ClassPass discount + mental health support by nilo.health

• Continuous education - 1000€ yearly development budget, books and free online tutorials from Pluralsight

• Sabbatical option one month for 3 years at Fashion Cloud and 3 months if you’ve been with us for 5 years