(m/v/x)

Location: At the office in Merelbeke and one day a week from home

Employment: Full-time

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About us

D Soft is a dynamic and fast-growing IT company that believes in the power of people. We are proud of our stimulating work environment, where innovation and personal development are central. As an employer, we put our employees first and offer an inspiring place where you can develop your talents. To support our customers even better, we are looking for an experienced and motivated Customer Support Specialist who will take our support organization to the next level.

About the position

As a Customer Support Specialist, you are the first point of contact for both customers and colleagues with technical questions and malfunctions. You support end users in using our proprietary software products and ensure smooth and customer-oriented handling of every question. Thanks to your expertise in troubleshooting and communication, you act as a valuable link between users, developers, and system administrators.

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What will you be doing?

• Providing first-line and second-line support for our own software products via telephone, email, and the ticket system.

• Registering and following up on reports in the ticket system.

• Analyzing complex problems, including bugs and user errors.

• Identifying recurring issues and working with the development team to implement structural solutions.

• Creating and maintaining user manuals, FAQs, and internal documentation.

• Providing training for end users and colleagues.

• Contributing to the optimization of support processes and increasing customer satisfaction through feedback and suggestions.

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What are we looking for?

• Bachelor's degree or equivalent, preferably in an IT-related field.

• At least 3 years of experience in a helpdesk or IT support role.

• Experience analyzing log files, error messages, and user feedback.

• Strong communication skills in both Dutch and English, both verbal and written. A good knowledge of French is a valuable addition.

• Ability to set priorities, work independently, and take responsibility for your own tasks.

• Customer-oriented, analytical, and proactive work attitude.

• Experience with tools such as Jira, Confluence, and Zendesk is an asset.

• Knowledge of structured message formats such as XML and/or EDIFACT is a plus.

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What do we offer?

• A challenging position with responsibility, authority, variety, and opportunities for advancement.

• Involvement in the further development and improvement of our own software products, where personal initiative is valued.

• An attractive base salary and good fringe benefits.

• Opportunities for personal growth through training and certification programs.

• Flexible working hours with the option to work from home one day a week.

• Great colleagues and working atmosphere, with regular fun staff gatherings.