As a Customer Support Specialist at Rossum, your main responsibilities will include responding to customer inquiries and concerns, troubleshooting software-related issues, and maintaining up-to-date documentation of support processes. You will also collaborate with cross-functional teams to address customer challenges and communicate feedback for product improvement.

To apply for the Customer Support Specialist position at Rossum, you should have at least one year of experience in customer support, preferably within the SaaS industry. Strong communication skills in English are essential, and knowledge of other European languages is a plus. An understanding of SaaS products, excellent interpersonal skills, and a detail-oriented problem-solving mindset are also important.

The shift system for a Customer Support Specialist at Rossum operates from Monday to Friday with 8-hour shifts between 8 AM to 8 PM CEST. Flexibility is key, as team members may also be involved in on-call duties. It’s important to note that the shift system may adapt to business needs in the future.

As a Customer Support Specialist at Rossum, you can expect a vibrant and enjoyable working environment with a diverse team comprising over 35 nationalities. We embrace flexibility in our work arrangements, allowing you to choose between office work, remote work, or a mix of both. Our focus on a supportive culture enhances collaboration and innovation.

Rossum offers a range of benefits for its Customer Support Specialists including flexibility in work arrangements, extra days off, employee stock options, high-end equipment to assist you in your role, and continuous learning opportunities within a supportive environment. Additionally, for working on public holidays, employees receive compensatory days off.

When answering this question, think of a specific situation where you successfully resolved a problem. Detail the challenge, the steps you took to diagnose and fix the issue, and the customer's response. Emphasize your communication skills and technical knowledge.

For this question, explain your approach to prioritization. You can mention assessing the urgency and impact of each request, ensuring critical issues are handled first, and communicating clearly with customers about timelines. Highlight any tools or processes you use to manage tasks effectively.

Discuss the importance of thorough documentation. You might share techniques like keeping detailed notes during customer interactions and regularly updating manuals and FAQs. Mention the use of templates or collaborative platforms for consistent documentation.

Provide an example of how you maintain professionalism and empathy when dealing with upset customers. Explain your strategy of actively listening, validating their concerns, and working towards a solution that addresses their needs.

Highlight specific platforms you have used in the past, and detail how you utilized their features to enhance support processes, such as ticket management, customer tracking, or creating knowledge bases. Demonstrate your comfort with technology and learning new tools.

Share your methods for keeping informed, such as following industry blogs, participating in webinars, or attending workshops. Mention any specific resources or communities you engage with to ensure you can provide the best support possible.

Choose a memorable story where you provided exceptional service. Explain the situation, what you did extra, and the positive outcome for the customer. This question helps showcase your dedication to customer satisfaction.

Talk about your collaborative mindset. Illustrate how you effectively communicate customer feedback to teams like product development, ensuring that solutions are implemented and customer needs are prioritized.

If you've had any experience in mentorship or training, outline the methods you used, the materials you created, and the outcomes. If not, share your approach to learning and supporting new colleagues.

Convey your interest in Rossum's innovative approach to SaaS and your passion for customer service. Mention specific aspects of the company culture or its impact on clients that resonate with you.