Job Summary
The IT Support Specialist acts as the first contact for smartMOOV users with technical issues. Key tasks include monitoring the support ticketing system for quick responses, troubleshooting common problems like login issues, and escalating complex cases. They also document incidents, support new client onboarding, collaborate with teams to find recurring issue solutions, help ensure system uptime, and contribute to enhancing support processes and the user experience.
Key Responsibilities
- Serve as the first-line contact for smartMOOV users experiencing technical issues or requiring assistance.
- Monitor the support ticketing system, ensuring timely responses and resolution.
- Troubleshoot and resolve common user issues (e.g., login problems, data display errors, configuration support).
- Escalate complex issues to second-line support, developers, or product teams where needed.
- Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
- Support onboarding processes for new clients by assisting with user setup and basic training.
- Collaborate with the product and IT teams to identify recurring issues and recommend improvements.
- Help ensure system uptime, report anomalies, and monitor system health alerts when relevant.
- Contribute to continuous improvement of support processes and customer experience.
Requirements
- 1-2 years of experience in IT support, helpdesk, or SaaS customer support.
- Basic understanding of cloud-based platforms, web applications, and system integrations.
- Strong troubleshooting and communication skills.
- Proficient in English; other languages are a plus (e.g., Dutch, Mandarin, German).
- Customer-oriented mindset with a proactive and patient approach.
- Ability to multitask and prioritize issues effectively.
- Familiarity with tools like Zendesk, Freshdesk, Jira, Teambition or similar ticketing systems is a plus.
- Affinity with logistics or supply chain industry is beneficial but not required.