Customer Support Specialist NL/FR/EN
At Restomax, we’re not just a software company; we’re your everyday friend, there to support passionate restaurateurs. We believe that technology can make life more fun and less stressful, which is why we’re redefining the way restaurants manage their orders and bookings. With boldnessand enthusiasm, we turn every challenge into an opportunity for innovation. If you’re keen to join a human, dynamic and daring team, ready to shake things up and create unforgettable experiences, then Restomax is the place for you!
We are seeking a dedicated Customer Support Specialist to join our team. This role is pivotal in ensuring our customers receive exceptional service, helping them resolve issues, and maximizing their experience with our SaaS platform. As the first point of contact for customers, you’ll play a key role in maintaining our reputation for outstanding customer support.
Your Mission
- Providing first-level technical support to users, diagnosing and resolving incidents (travelling to customer sites if necessary)
- Updating and maintaining IT equipment and applications.
- Document procedures and solutions implemented in order to capitalise on knowledge.
- Contributing to the continuous improvement of support processes and tools.
- Following up customer incident and requests in conjunction with the Customer Success, Installation and Stock teams
- Participating in product communication and promotion
- Hardware configuration
- Basic knowledge of networking
- As part of our commitment to supporting restaurant owners, we are offering a paid on-call service, specifically designed to help out of hours. This service is available for a minimum of one weekend
and one week, over a month period. - Testing new Restomax app software
- Ability to work collaboratively in a team and multitask in a fast-paced environment.
Main skills required
Trilingual NL – EN – FR
Hard skills
- Diagnose equipment breakdowns or malfunctions
- Installing and commissioning hardware and software, in compliance with user standards and
electrical safety rules, training customers in the solution - Managing support tickets and prioritising incidents and requests
Soft skills
- Demonstrate rigour and precision
- Flexibility
- Work closely with other departments, including product, sales, and customer success, to resolve complex issues and improve processes.
- Positive
- Ability to react quickly
- Be a good listener
- Resilience
- Strong customer-centric mindset and proactive attitude.
- SLA Compliance: Ensure timely responses and resolutions in alignment with service level agreements (SLAs).
- Upselling Opportunities: Identify and close opportunities. Forward potential complex upselling opportunities to the sales or customer success teams.
- An interest in the success of the company
Why join us?
- Opportunity to grow with a dynamic and innovative SaaS company.
- Supportive and collaborative work environment.
- Comprehensive training and development programs.
- Competitive salary and benefits.