1st Line Support Officer

Octiva creates robotic labor automation solutions for the Controlled Environment Agriculture market in close collaboration and at the service of innovative growers. Octiva was created in 2021 from a merger from Priva’s robotic solutions and Octinion’s agricultural robotics. Priva is one of the global leaders in horticulture process control, Octinion is known for building ground-breaking agricultural robotics. With teams in Breda (The Netherlands) and Leuven (Belgium), Octiva has about 40 employees.

For our office in Breda (The Netherlands) we are looking for a dedicated 1st Line Support Officer.

In this role you are the first point of contact for our customers, as well as the linchpin in our operations. You assist customers with their inquiries, ensure that technical issues are resolved quickly, and keep track of the scheduling for our 2nd line support engineers in the field.

Your main priority?

Keeping our customers feel valued and keep customer satisfaction the highest possible.

Wondering what a typical day looks like?

• You start with a quick meeting to discuss the priorities for the day,
  ensuring you're prepared for any urgent customer inquiries or
  challenges in the schedule.

• A customer calls, he has issues with a robotic arm in his greenhouse.
  After registering the problem, you connect directly to the robot for
  an analysis. You’re able to help the customer to find a solution. You
  log the issue for further notice.

• Throughout the day, you handle some more complex customer
  inquiries, like questions about integrating a new robot model. You
  collaborate with product specialists to provide the customer with
  clear and precise answers.

• Inbetween, there’s time to catch up with colleagues over lunch

• You start the afternoon with updating some reports, ensuring that all
  completed cases are accurately recorded in the system.

• Another customer calls with an issue you can’t fix from the office,
  that requires an urgent visit from your support colleagues. You adjust
  the schedule of the support team accordingly and inform both the
  customer and the support engineer about the planning.

• Finally, you close the day by following up with customers to ensure
  that any previously reported issues have been fully resolved, leaving
  them satisfied with the support provided.