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Product Support Specialist

Job The Hague, NL
Posted 25 Jul 2021

Degree level

Bachelor

Job function

IT

Required language

English (Fluent)

Work experience

2 to 5 years

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Product Support Specialist

Den Haag

Full-time


About Us

Lytho, part of inMotionNow, is the latest leading SaaS marketing platform for marketers, designers, and brand managers. The all-in-one solution enables marketers to manage, translate, enrich, and publish all their digital assets across their organization to any channel. Lytho is different from established marketing software vendors when it comes to Digital Asset Management and content creation and publishing. Our employees create the engagement and impact that drives our success, and we work together to grow globally.

About you

We seek an enthusiastic and technically-savvy individual who is passionate about finding solutions! As a member of our Customer Success team, our Product Support Specialist will be responsible for utmost customer satisfaction. Additionally, our Product Support Specialist will be crucial to our future product development efforts based on the collection and utilization of insightful feedback on the needs of our customers.

What You'll Do:

  • Blend your technical skills with your customer service skills to guide the customer through challenges that are preventing them from getting work done and help them get the most out of our software
  • Help our customers resolve the issue at hand quickly, with the least amount of effort on their end, while ensuring they walk away knowing how to solve similar challenges themselves in the future
  • Demonstrate flexibility in troubleshooting issues and resolving unexpected application behavior via phone calls, screenshares, emails, or video meetings
  • Contribute to the team’s internal processes by suggesting new ideas, documenting best practices, and sharing that knowledge within the department
  • Become the voice of the customer, helping the Product Development team identify, prioritize, track, and drive resolution on escalated customer issues
  • Partner with the Customer Education team to identify customer error trends and training/documentation opportunities
  • Clearly document all touch points with clients to ensure institutional knowledge
  • Log work appropriately in JIRA, inMotion ignite, or Service Cloud
  • Advocate for the customer with Product, Development, and Customer Success
  • Additional responsibilities as the role evolves (Lytho retains the right to change or assign other duties to this position).

What We Look For:

  •  A minimum of 3 years in a customer facing role
  •  A minimum of 2 years of prior support experience, preferably in a SaaS/software environment
  •  Passion for delivering exceptional customer service
  •  Demonstrated troubleshooting abilities with a high degree of technical aptitude, accuracy, and efficiency
  •  Excellent verbal, written, and presentation skills, responding rapidly to customer inquiries, and drafting concise, friendly, and informative e-mails
  •  Organized, self-motivated, and able to meet deadlines
  •  Tenacity, patience, and intellectual curiosity
  •  Ability to remain calm and efficient during high-pressure situations
  •  Flexibility and open-mindedness to evolving team processes
  •  Passion for people: love working with, talking to, and interacting with people through all means of communication
  •  Familiarity with customer success software like Service Cloud and Gainsight

Requirements:

  • Fluent in both English and Dutch


What We Offer:

We believe that people should do what they do best and are building as a team the future in marketing where every marketer can make an impact and be successful. We reward people who perform well. In this position, you can expect benefits that match this challenging job and a motivating variable compensation. As an international scale-up, we are aiming for double-digit annual growth, which offers many opportunities. We are looking for employees who thrive in a fast-paced, performance-driven company and who are not afraid to focus on impact and growth and maximize their own talent.

  • Leadership Development, Coaching & Mentoring: We provide our teammates with leadership development and support, in addition to the training needed to continue honing your skillset.
  • Room for Growth: As you develop your skills at Lytho, you will have the opportunity to advance within our organization.
  • Remote Work: To support a work/life balance, we offer our teammates the flexibility to occasionally work from home, though due to COVID-19, we are currently fully WFH.
  • Benefits: We offer competitive benefits that match the diverse needs of our employees.
  • Culture: We recognize our people are our greatest asset. How we engage with each other helps to promote a work hard/play hard culture. We embrace our values to be proud, think big, share the good, own it, and never give up! We draw from our diverse backgrounds and experiences to create a safe and constructive space where we can challenge ourselves to fight for greatness. We recognize that our efforts are not about the individual or the individual team, but about our collective outcomes.


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About Sabern – Brandifyer
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Sabern is a leading provider of solutions in the field of Marketing Resource Management & Marketing Asset Management software. Sabern is specialized in software and application development for brandportals, digital asset management, product information management and automated publishing.
Brandifyer is Sabern's cloud marketing platform and the central source to find, create, and (re)use and publish (branded) content. It enables...


Sabern is a leading provider of solutions in the field of Marketing Resource Management & Marketing Asset Management software. Sabern is specialized in software and application development for brandportals, digital asset management, product information management and automated publishing.

Brandifyer is Sabern's cloud marketing platform and the central source to find, create, and (re)use and publish (branded) content. It enables companies to manage product and marketing content, to streamline processes and to collaborate better. Ultimately, it supports the improvement of marketing and sales performance.

Our office is based in the business district of The Hague, at the 13th floor of building the Haagsche Zwaan. It is a modern office with all facilities you need, we even have a gym.

IT
The Hague
31 employees