Key Skills

Job Description

Job description: Are you passionate about technology, problem-solving, and helping people have a seamless digital experience? We’re looking for a Technical Support Agent to join our team and become the first point of contact for clients, employees, and interpreters using Acolad Live. In this role, you’ll combine technical troubleshooting, customer service, investigation, and continuous improvement to ensure users receive fast, accurate, and professional support. 🚀 What You’ll Do Provide first-line technical support for users experiencing questions or incidents with Acolad Live. Register, analyse, prioritise, and follow up on incidents accurately through the designated support system. Troubleshoot standard issues using established procedures, workarounds, and knowledge articles. Investigate issues involving SaaS applications, user accounts, browsers, devices, telephony, APIs, and system integrations. Escalate complex, recurring, high-impact, or security-related incidents to the appropriate technical specialists. Keep users informed throughout the ticket lifecycle, communicate clearly, and ensure issues are properly resolved before closure. Monitor service levels and quickly identify incidents that could impact multiple users or business continuity. Test and validate fixes, changes, and new functionality across acceptance and production environments. Work closely with the Business Process Owner by sharing recurring issue patterns, user feedback, operational impact, and structured incident insights. Contribute to knowledge bases, FAQs, troubleshooting guides, and user training. Handle personal and confidential information responsibly and in accordance with security, privacy, and access-control requirements. 🔎 What We’re Looking For You’re a service-oriented problem solver who enjoys understanding how technology works and, most importantly, helping people get the most out of it. You take ownership, approach challenges with curiosity, and combine technical thinking with clear, professional communication. 🎓 Education & Experience MBO-level education or equivalent working and thinking level. An IT/ICT-related qualification is an advantage. Experience in technical support, application support, service desk, or a comparable customer-facing support role is preferred. Experience with SaaS platforms, telephony, or interpreting services is an advantage, but these areas can be learned and developed on the job. 💡 Skills & Knowledge Service orientation: You are proactive, service-minded, and take ownership of issues from initial contact through to resolution. Problem-solving: You have strong analytical and technical troubleshooting skills and enjoy investigating issues to identify practical and effective solutions. Communication: You communicate clearly and professionally with clients, employees, interpreters, and technical stakeholders, and can explain technical matters in a way that is easy to understand. Organisation: You work in a structured and accurate way, with strong attention to detail when it comes to ticket documentation, prioritisation, follow-through, and keeping users informed. Technical knowledge: You have working knowledge of MS Office, SaaS applications, user accounts, telephony, and ticketing systems, together with a basic understanding of APIs and system integrations. Languages: You are fluent in Dutch and English, both written and spoken.

Core Responsibilities

Provide first-line support for Acolad Live users by logging, prioritizing, investigating, troubleshooting, and following incidents through to resolution, escalating complex or high-impact issues as needed. Validate fixes, monitor service levels, keep users informed, and contribute incident insights, knowledge resources, and user training while handling confidential information responsibly.

Requirements

The role calls for MBO-level education or equivalent, with an IT/ICT qualification considered an advantage, and preferably experience in technical support, application support, or a service desk. Candidates should have strong service, analytical, communication, and organizational skills; working knowledge of MS Office, SaaS, user accounts, telephony, and ticketing systems; basic API and integration knowledge; and fluency in Dutch and English.