Key Skills

Job Description

Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of +10.000 linguists around the world. At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed. Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands. Check out Our brand video to learn more about us! About The Role The Technical Support Agent is the first point of contact for technical questions and incidents experienced by clients, employees and vendors (interpreters) using Acolad Live. The role records, analyses and resolves first-line issues, keeps users informed and escalates issues that require specialist intervention. Through accurate documentation, testing and structured feedback, the role contributes to a reliable user experience and continuous improvement of Acolad Live. Key Responsibilities Provide timely first-line technical support to clients, employees and vendors (interpreters) using Acolad Live. Register questions and incidents accurately in the designated support system, including the affected user, time, environment, steps to reproduce, screenshots or logs, scope and operational impact. Diagnose and resolve standard issues using agreed procedures, workarounds and knowledge articles. Escalate unresolved, recurring, high-impact or security-related issues to the appropriate technical owner and/or Business Process Owner in accordance with the agreed escalation process. Investigate issues involving the Acolad Live application, user accounts, devices and browsers, telephony, APIs and system integrations by collecting relevant technical and operational evidence. Communicate clearly throughout the ticket lifecycle, set realistic expectations, provide status updates and confirm resolution before closing a ticket. Follow incident priorities and service levels and immediately flag incidents affecting multiple users or service continuity. Test and validate fixes, changes and new functionality in acceptance and production environments and document the outcome. Collaborate with the Business Process Owner by providing structured incident information, recurring issue patterns, user feedback and operational impact assessments, supporting the development of requirements and user stories. Maintain troubleshooting guides, FAQs and knowledge articles, and provide practical guidance or short demonstrations to users and Support Team colleagues. Handle personal and confidential information in line with Acolad security, privacy and access-control requirements. Requirements Education and experience MBO-level education or equivalent working and thinking level; an IT/ICT-related qualification is an advantage. Experience in technical support, application support, a service desk or a comparable customer-facing support role is preferred. Experience with SaaS platforms, telephony or interpreting services is an advantage but can be developed on the job. Skills And Knowledge Service orientation: Proactive, service-minded and able to take ownership. Problem-solving: Strong analytical and technical troubleshooting skills. Communication: Clear communication with clients, employees, interpreters and technical stakeholders. Organisation: Accurate ticket documentation, prioritisation and follow-through. Technical knowledge: Working knowledge of MS Office, SaaS applications, user accounts, telephony and ticketing systems, with a basic understanding of APIs and system integrations. Languages: Fluent Dutch and English. Benefits Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.

Core Responsibilities

Provide first-line technical support for Acolad Live, documenting, diagnosing, resolving, and escalating user incidents while keeping users informed. Test fixes and new functionality, maintain support documentation, and share structured feedback and recurring issue patterns with technical owners and the Business Process Owner.

Requirements

MBO-level education or equivalent is required, with an IT/ICT qualification considered an advantage; experience in technical, application, or service desk support is preferred. Candidates should have strong troubleshooting, communication, organization, and service skills, working knowledge of MS Office, SaaS applications, accounts, telephony, and ticketing systems, basic API and integration knowledge, and fluency in Dutch and English.