Key Skills

Job Description

Company Description WebinarGeek empowers organizations to grow their businesses and connect with their target audiences through innovative, browser-based webinar software. The platform enables users to easily create and host high-quality webinars from anywhere in the world. Interactive features such as polls and quizzes help customers gain valuable insights and engage participants in real time. WebinarGeek supports use cases ranging from finding new customers and strengthening audience relationships to internal communications with employees. The software is GDPR compliant, offering a secure and reliable solution for modern digital events. Role Description The Customer Support Specialist is a full-time, on-site role based in Zoetermeer. In this position, you will respond to customer inquiries via email and chat, providing clear, timely, and empathetic support. You’re aided by our AI powered chatbot Kiki, which handles roughly 70% of questions. Improving the chatbot to further aid our customers (and you!) is part of day to day work. Whatever Kiki can’t handle, is where you come in. You will help users troubleshoot technical and usability issues within the WebinarGeek platform, guide them through product features, and ensure they can successfully host and manage their webinars. Further daily tasks include documenting support cases, escalating complex issues to the appropriate teams, and contributing to help center articles or FAQs to reduce recurring questions. You will collaborate closely with product and engineering teams by sharing customer feedback and insights, helping improve the overall customer experience and satisfaction. Qualifications Strong Customer Support and Customer Satisfaction skills, with a service-oriented and solution-focused mindset. Excellent Interpersonal Skills, including clear communication, active listening, and the ability to build trust with diverse customers. Technical Support capabilities, with the ability to understand web-based software, troubleshoot common issues, and guide users step by step. Analytical Skills to interpret customer feedback, identify patterns in support requests, and suggest improvements to processes and documentation. Ability to work mostly on-site in Zoetermeer and collaborate effectively with cross-functional teams. Strong written and spoken proficiency in English (for our customers) and Dutch (for your colleagues!); Previous experience in a SaaS or tech support environment is preferred, especially with customer-facing tools or webinar platforms. Basic understanding of GDPR and data privacy principles, or willingness to learn quickly.

Core Responsibilities

Respond to customer inquiries by email and chat, troubleshoot technical and usability issues, and guide users in using the platform to host and manage webinars. Document and escalate support cases, improve the AI chatbot, contribute to help-center content, and share customer insights with product and engineering teams.

Requirements

The role requires a service-oriented, solution-focused approach, strong communication and interpersonal skills, and the ability to troubleshoot web-based software and analyze customer feedback. Strong written and spoken English and Dutch are required; SaaS or technical support experience is preferred, along with basic GDPR knowledge or willingness to learn.