Customer Support Specialist (Dutch Speaking) Eelde • AI Infrasolutions

We are looking for an enthusiastic and customer-focused Customer Support Specialist to join our Customer Experience and Support team as one of the first team members. In this role, you will serve as the primary point of contact for Dutch-speaking customers, helping them with inquiries about data sets, publications, Spatiall Studio, and other product-related services.  

As the face of our support operations, you will be responsible for addressing a wide range of customer questions, troubleshooting product-related issues, and ensuring clear, solution-oriented communication. Your role begins where the Delivery team hands off; ensuring a seamless transition and a satisfying customer journey from product completion through continued use.  

Your ability to coordinate with internal teams, document recurring issues, and suggest improvements makes you essential to refine how we support our growing user base. As our organization evolves, you’ll be instrumental in identifying ways to scale, improve customer experience, and drive value through service excellence. 

Key Tasks & Responsibilities

• Act as the first point of contact for customers, resolving issues related to product usage, including data, software tools, and Spatiall Studio.
• Build strong post-delivery relationships with customers. Collaborate closely with Project Managers to ensure customer needs are understood and addressed.
• Escalate technical or high-priority issues to specialist teams and other relevant departments as needed.
• Contribute to and maintain the Customer Portal, FAQs, and internal knowledge base to support self-service and training for both customers and team members.
• Track and document support requests. Provide regular updates and reports to internal stakeholders on support trends and performance.
• Monitor and analyze Key Performance Indicators (KPIs) to ensure customer support services align with organizational goals.
• Identify and propose new ways to enhance customer experience and operational efficiency within support workflows.
• Manage your own support inbox, while fostering a supportive and communicative environment across departments.
• Evaluate customer-facing software and tools. Offer product feedback based on real user experiences to improve adoption and functionality.

Requirements & Qualifications

• HBO/WO (bachelor’s or master’s degree) level of thinking and independent problem solving.
• Minimum of 2–3 years of experience in a customer support role, ideally with a technical or GIS-related product.
• Excellent communication skills in Dutch and English.
• Familiarity with technical support best practices and methodologies
• Solid understanding of support ticketing systems, such as Jira Service Management.
• Strong analytical thinking and problem-solving capabilities.
• Proficiency in GIS software and other data-related tools is a strong plus.
• Ability to work independently, manage priorities, and remain calm under pressure.

What we offer you

• An authentic, collaborative work environment, where your ideas are always valued
• Growth opportunities within the department and across the organization. 
• A competitive salary based on your knowledge, skills and experience.
• 25 vacation days per year
• Commuting allowance
• Hybrid work (at least 3 days in the office) and flexibility in your work hours
• A collective pension, with the basic premium fully paid by us
• An international work environment, where diversity and inclusiveness are highly valued.