Degreed

Technical Support Specialist

Degreed

full-time

Posted on:

Origin:  • 🇳🇱 Netherlands

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Salary

💰 €40,000 - €43,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Swift

About the role

  • Provide prompt, high-quality technical support to Degreed clients by phone, email and chat, owning tickets from first response through to resolution
  • Accurately record issues and resolutions; contribute to the Knowledge Centre with clear, helpful articles
  • Analyze issues, research solutions, and resolve technical challenges tailored to each client’s needs
  • Recognize when cases need escalation and route efficiently to appropriate team members
  • Keep up with product updates and team processes to support clients with the latest knowledge
  • Listen actively, show empathy, and turn client challenges into positive experiences
  • Work cross-functionally and participate in team initiatives to drive continuous improvement
  • Help onboard and train new team members, sharing best practices and fostering team growth
  • Monitor ticket queues, prioritize urgent issues, and manage time effectively
  • Identify potential client challenges early and offer proactive solutions
  • Report to the Manager, International Technical Support
  • Role requires hybrid work from the Netherlands and joining the Leiden office once a week; scheduled weekend rotations required

Requirements

  • 2+ years of experience in a SaaS product environment
  • 3+ years in technical customer support or help desk roles
  • Experience with APIs, integrations, or webhooks
  • Professional fluency in English (speaking, listening, reading, writing)
  • Fluency in a second language (e.g., Spanish, Italian) highly desirable
  • Ability to quickly learn and support new software applications
  • Strong written and verbal communication skills; simplify technical concepts for non-technical users
  • Conflict resolution skills; defuse frustration and guide clients through resolutions
  • Analytical problem-solving skills
  • Ability to work independently and cross-functionally
  • Client-centric mindset, empathy, and patience
  • Time management and ability to prioritize multiple cases
  • Attention to detail in troubleshooting, documentation, and communication
  • Participation in scheduled weekend rotations is required
  • Must be able to work hybrid from the Netherlands and join the Leiden office once a week