Customer Support Associate - Dutch & English (m/f/x)

Your mission:
We are looking for an experienced Customer Support Associate - Dutch & English (m/f/x) to join our dynamic team. The ideal candidate will be responsible for delivering excellent customer service and providing seamless support to our customers in using our POS and e-commerce software solutions. This role requires a strong background in customer service, a solid understanding of IT, and knowledge of online hardware and networks. You can work from our office in Breda (Netherlands) or in Berlin (Germany).

Key Responsibilities:  

• Customer Service: Act as the first point of contact for customer inquiries and issues, maintain strong customer relationships, and ensure customer satisfaction.

• Technical Support: Provide technical support for our POS and e-commerce software, troubleshoot technical issues, and guide customers in using our products.

• Coordination: Collaborate with internal teams, including Product, Development, Sales, and IT, to ensure all customer requests and issues are handled efficiently.

• Training: Develop and deliver training programs to help customers use our software solutions effectively.

• Documentation: Create and maintain comprehensive documentation, including user manuals, FAQs, and support tickets.

• Problem Solving: Identify potential issues and risks in the use of our products and develop strategies to resolve them quickly.

• Feedback: Collect and communicate customer feedback and feature requests to the product team to continuously improve our software.

• Continuous Improvement: Continuously evaluate and improve support processes to optimize efficiency and enhance the customer experience.

Your profile:
Qualifications:  

• At least 3 years of experience in customer service, preferably in the software or IT sector.

• Solid understanding of IT infrastructure, online hardware, and networks. Experience with POS and e-commerce systems is a strong plus.

• Excellent verbal and written communication skills; able to explain complex technical concepts clearly to non-technical stakeholders.

• Strong analytical skills and a proactive approach to identifying and resolving issues.

• Proven ability to manage and exceed customer expectations, with a strong focus on delivering exceptional service.

• Ability to efficiently manage multiple tasks and priorities.

• Able to collaborate effectively within a multidisciplinary team to find the best possible solutions for our customers.

• Preferably a native Dutch speaker, fluent in English (German is a plus).

Perks & Benefits:
Our Benefits:  

• A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market.

• Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You’ll work independently while being supported by a strong and collaborative team.

• High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work.

• Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development.

• A positive workplace culture: Expect a well-connected office environment, a welcoming team atmosphere, and a workplace designed to help you do your best work every day.

Workplace Environment Perks:  

• Fruit basket, snacks, and drinks in the office

• Dog-friendly workplace 

Your Benefits:  

• Sport & wellbeing: Access to sport and wellbeing options to support your health and daily balance.

• Pension scheme: A pension plan that supports your long-term financial security.

• Instahelp: Professional mental health support, available whenever you need it.

• Travel & home office allowance: Financial support for commuting and for days working from home.

• Babbel: Free access to Babbel for flexible language learning.

• INCENT & Corporate Benefits: Attractive employee discounts and exclusive partner offers.

• Hybrid work: A balanced mix of office and home office, depending on your role and team setup.

• Flexible working hours: Working hours that fit your daily life and offer real flexibility.

• December 24th & 31st off: Fully off without deducting vacation days.

• Company events: Our annual highlights - the SIDES Summer Event and our Christmas Party.