(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. Thanks to our strong focus on quality and collaboration, our solutions are used by hundreds of companies every day. To strengthen our team, we are looking for an enthusiastic, experienced colleague who can take our support operations and our customer projects to the next level.

 

About the position

Are you a communicative professional who enjoys supporting customers and gets energy from coordinating and realizing projects? We are looking for a Senior Customer Support Employee for our growing team who will also take on an active role in project management. As a Senior Customer Support Employee and Project Coordinator, you will be the first point of contact for both customers and colleagues with technical questions and malfunctions. You will support end users in the use of our proprietary software products and ensure that every question is handled smoothly and in a customer-oriented manner. In addition, you will take an active role in project management, where you will be responsible for following up on customer projects and playing a key role between customers, developers, and internal system administrators.

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What will you be doing?

Customer Support:

• 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.

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Project Management:

• Coordinating small to medium-sized implementation and optimization projects.

• Translating customer needs into clear requirements and coordinating internally with the development team.

• Monitoring planning, scope, risks, and budgets, and reporting transparently to all parties involved.

• Organizing meetings, following up on action points, and ensuring structured follow-up.

• Leading the various project teams and following up on the completion of the various tasks in the projects.

• Checking hours logged by project members and coordinating with the project manager on the customer side.

• Contributing to the continuous improvement of our support processes and customer satisfaction.

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What do we expect?

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

• At least 5 years of experience in customer support or a similar position with project management experience.

• 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.

 

What do we offer?

• A versatile position with a lot of responsibility and variety.

• The opportunity to help build our software products and internal operations.

• Contribute to the growth of D Soft by delivering successful projects.

• A competitive salary, fringe benefits, and a company car.

• Opportunities for personal growth through training and certification programs.

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

• An informal, professional working environment where initiative is valued.

 

Why work for us?
You will be joining a company where continuous innovation is key. You will have the opportunity to work on challenging projects, have a direct impact on customers, and help shape the future of our services. At D Soft, you will have the opportunity to help build a growing organization and further specialize in both customer support and project management.

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