Technical support specialist

Position Offered: Technical support specialist

Location: Hilversum Netherlands (Hybrid)

Type of employment: Full time 40 hour per week

Pluxbox offers a cloud-based open platform (SaaS) that makes it easy for them to develop applications in a NoCode manner. This helps them to stay ahead of the competition and be ready to catch the next wave. Pluxbox is an innovative and fast-growing IT company that operates worldwide for media companies such as NPO, VRT Audacy and RTL. Find more information about the platform at Pluxbox.com/pluxboxplatform

Must be legally authorised to work for any employer in the Netherlands without sponsorship.

• Troubleshoot and resolve issues related to the Pluxbox platform, RadioManager, metadata .radio and ensure effective solutions.
• Assist users in software installations, configurations, and updates.
• Log and track support requests, providing timely feedback and resolution through the company's ticketing system.
• Collaborate with the development and IT support teams to identify recurring software issues and suggest improvements.
• Conduct software testing to reproduce issues and ensure fixes are effective..
• Participate in the maintenance of IT infrastructure, such as servers, networks, and other systems.
• Collaborate with other team members to ensure timely issue resolution and continuous improvement.
• Assist in training users on software usage and best practices to improve efficiency.
• Serve as the first point of contact for customer inquiries via email, phone, live chat, or social media.
• Provide accurate, timely, and empathetic responses to customer questions and concerns.
• Troubleshoot product or service issues and guide customers through solutions.
• Document interactions and resolutions in the customer support ticketing system.
• Escalate complex or unresolved issues to appropriate internal teams.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Assist in creating and updating help articles, FAQs, and support documentation.
• Gather customer feedback and share insights with relevant teams to improve products and services.
• Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.

• A basic understanding of software applications and their functionalities.
• Strong problem-solving skills, with the ability to quickly diagnose and troubleshoot software-related issues.
• Excellent communication skills and customer service orientation.
• Ability to work independently as well as part of a collaborative team.
• Detail-oriented with good organizational and time-management skills.
• Willingness to learn, adapt, and grow in a fast-paced IT environment.
• EU citizen or valid work permit for The Netherlands
• Self-starter, creative, quality results driven and should be a team player
• Strong communication skills, work ethics and dedication
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 2-3 years of experience in customer service or support role.
• Excellent verbal and written communication skills both in English and Dutch.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency with customer service software (e.g., Zendesk)
• Empathy, patience, and a customer-first attitude.

Desirable Skills:

• Familiarity with popular software applications, troubleshooting methodologies, and testing tools.
• Good knowledge of programming languages in mongodb, mysql, arangodb python, nodejs, javascript, typescript, php, linux, bash, kubernetes, services (like nginx)
• Understanding of software lifecycle and development processes (e.g., Agile, Scrum).
• Previous experience in software or IT support is must have.
• Experience with remote desktop software or IT ticketing systems is a plus.

At Pluxbox you get the freedom and responsibility to develop our Platform in an increasingly attractive, faster and user-friendly way. This means that you get the space to introduce and develop creative ideas in an environment that is more like a startup than a corporate office.

• The opportunity to create business softwares for our clients and shaping up our products.
• Freedom to use the latest technologies to realise our vision
• Being part of an enthusiastic, international, multidisciplinary team
• An open environment to grow, learn and develop
• Closely work with and for renowned international clients

We can give you an opportunity to work inside a team that develops and delivers software used around the globe, on a scale you probably did not see before. We offer you a chance to keep learning, help new colleagues and evolve within an organisation that is growing.

• A nice workplace at the Hilversum.
• Competitive salary based on your experience.
• 8% holiday allowance
• Travel and work from home allowances based on dutch law
• 25 annual paid vacation day and a chance to earn 4 extra days in a year.
• One year contract with the probability of extension.
• All the software and hardware will be provided by the company.
• An outstanding working atmosphere.
• Great coffee and unlimited soft drink.
• Being part of a highly motivated team of professionals.
• Drinks: After a day of doing great things, don’t hesitate to grab a beer and enjoy your day.
• Hybrid work.
• Virtual games on Fridays, team outings, pizza parties.

More information Do you have questions about the vacancy? Don't hesitate! contact Ms. A Singh at number 035-7606060. If interested you can apply via [email protected].