Offer summary

Qualifications:

Fluency in Dutch and English, both written and spoken., Strong communication skills and a passion for customer service., Ability to learn quickly and tackle complex technical issues., Experience with support tools and knowledge base management is a plus..

Key responsabilities:

Provide excellent customer service via phone, chat, and ticketing system.

Solve various tasks related to products like SSL certificates and domains.

Maintain and improve the knowledge base for customers and peers.

Collaborate with other departments to enhance product quality and resolve customer issues.

Job description

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee!

As a diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented.

At Openprovider, we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business.

Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different?

Come join us on our journey to create a trusted digital world.

About the team

We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).

We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level. We're looking for a organised, passionate support specialist, who is hungry to learn, figure out complicated things, loves communicating with people, and want to grow technical expertise

About the role

We’re looking for a 1st Line Support Engineer to assist our customers in both Dutch and English. Your mission? To ensure our customers stay happy and empowered — by helping them solve issues independently through self-service, and stepping in with fast, effective support whenever needed.

Key responsibilities

Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system;
Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and SpamExperts;
Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers;
Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services;
Analysing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement;
Actively learning, on your own and with the team, about our products, technologies, and tools;
Taking care of abuse request and end user queue;
Proactively participating in the team discussions.

Required profile