Customer Support Specialist

At Platform Science, we’re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

As a Customer Support Specialist, you are the first point of contact for our customers, handling inquiries via phone and/or email-created tickets. Your primary goal is to provide time-sensitive technical support and exceptional customer service for customers using our products and services. You will be responsible for prompt resolution, always aiming for a correct solution, and escalating issues when necessary. This is a crucial, high-impact role that maintains our reputation for quality service.

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  Support Triage: Handle all incoming support calls via triage, ensuring no calls are rejected, and manage tickets efficiently in assigned language queues on a FIFO basis.

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  Technical Analysis: Perform initial analysis of reported technical issues, conduct validation calls with customers, and coordinate next steps with local installers.

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  Return Authorizations: Manage Return Authorizations (RA) tickets precisely according to established company procedures.

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  Policy Adherence: Adhere strictly to escalation and support policies to ensure prompt resolution or a clean hand-off to higher-tier technical support.

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  Professional Communication: Communicate effectively, patiently, and professionally with customers through various channels including phone, email, and ticketing systems.

• Language Skills: Professional fluency in French and Dutch is mandatory, combined with a good proficiency in English (written and verbal for internal collaboration).

• Technical Aptitude: Comfortable working in an IT and software environment, with a proven capacity to learn technical products and processes quickly.

• Organizational Excellence: High level of organizational skills, reliable follow-through, and a proactive attitude.

• Adaptable Mindset: Strong willingness to learn new products, tools, and procedures as our industry evolves.

• Preferred: Prior experience working in customer support centers (contact center, helpdesk) is a significant plus.

• Patience & Empathy: Strong communication skills and the patience required for handling complex client inquiries via phone and email.

• Proactivity: High level of drive to manage time-sensitive support requests effectively and promptly.

• Detail-Oriented: Reliable and precise, particularly when adhering to operational support and escalation policies.

• Customer-Centric: A customer-focused approach, always aiming to find a correct, high-quality, and timely solution.