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Prospect.io

Customer Support Specialist

Support · Wavre, Brabant Wallon
Department Support
Employment Type Full-Time
Minimum Experience Entry-level

Prospect.io is a fast-growing startup based in Wavre, Belgium. We help 1200+ companies worldwide to grow with our sales automation platform. So far, we are a team of 14 people and we have high ambitions.

We are currently looking for a Customer Support Specialist to assist our customers with their technical challenges.

You will join the company as the third member of the support team. Your 2 teammates are based in the US and Canada. In addition to second-line support requests, you will answer to priority tickets when they are offline.

 

Responsibilities
 

  • Engage customers virtually (Intercom, Email and Web Meeting)
  • Troubleshoot escalated support issues leveraging a variety of tools
  • Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact
  • Write technical documentation for our client-facing knowledge base to help drive understanding and customer retention
  • Build tools and documentation to improve redundancy and scalability on the support team
  • Partner with our Account Executives by removing technical and business-related obstacles pre and post-sale
  • Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.

Skills and experience
 

  • You are customer-oriented and love helping people
  • You are a fantastic communicator and you feel comfortable using a variety of support channels
  • You are a strong problem solver and love fixing issues as they arise
  • You have a “doer” mindset
  • You always try to understand how things work (especially software)
  • You can handle pressure when tickets start flowing in
  • You have an eye for details and are well-organized
  • You are fluent in English

Pluses
 

  • You are fluent in French
  • You are comfortable with reading code
  • You contribute to open-source projects

Benefits

  • A competitive salary, based on experience.
  • A MacBook laptop.
  • A fulfilling, challenging work experience.
  • Up to 3 remote working days/week.
  • An exciting job in a true startup environment (incl. pool tournament)
  • A great office in Wavre (15 minutes from Brussels).
  • Flexible hours.
  • A team retreat every year (Barcelona and Athens and Tuscany so far...).

Our values

  • Customers First
  • No Bullshit
  • Think Outside The Box
  • Make Mistakes
  • Be Lazy
  • Only "No Ego" Doers
  • The Devil is in the Detail
  • Keep It Simple
  • Freedom & Responsibility
  • Have Fun & Be Happy

The best way to understand our values is to check our culture deck.

 

Location

Minimum 2 days at our awesome office in Wavre + Remote

 

 

 

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  • Location
    Wavre, Brabant Wallon
  • Department
    Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level