Technical Support Specialist | Dutch & Italian

Are you fluent in Italian & Dutch and looking for a role where you can build a technical support function from the ground up as a company expands into a new market? We are looking for a Technical Support Specialist on behalf of our client, a Dutch shipping platform for online retailers that is currently launching in the Italian market.

Key Responsibilities

Customer Support

• Serve as the first point of contact for Italian-speaking customers with questions about integrations, plugins, and platform behaviour, via phone and email
• Investigate technical queries thoroughly and deliver clear, actionable solutions
• Log, track, and follow up on all open support cases through to resolution, keeping customers informed throughout
• Translate technical information into language that customers and non-technical colleagues can act on

Internal Technical Collaboration

• Act as the go-to technical resource for the Customer Service team on integration and platform-related questions
• Work closely with internal and external developers to investigate and resolve technical issues that go beyond first-line support
• Escalate cases to the appropriate internal expert where needed, and follow up to ensure closure and communication back to the customer

Product and Process Improvement

• Identify recurring issues and improvement opportunities from customer interactions and feed these back into the product and development teams
• Contribute ideas for new or improved functionality based on direct customer feedback
• Help build and maintain clear technical documentation and knowledge base articles for both customers and internal colleagues
• Contribute to establishing the technical support framework for the Italian market as the function scales

Qualifications & Skills

• Professional fluency in Italian, Dutch, and English, both written and spoken
• Minimum of 2-3 years of experience in a Technical Support or similar hybrid technical and customer-facing role
• Familiarity with webshop platforms and e-commerce systems (such as Shopify, WooCommerce, Magento, or similar)
• Strong technical affinity, including the ability to interpret error messages and investigate technical problems methodically
• Able to explain technical concepts clearly to both technical and non-technical audiences
• Structured and thorough in follow-up, with a track record of tracking issues through to resolution
• Comfortable collaborating across teams, including Customer Service, developers, and external partners
• Proactive in identifying and suggesting improvements to support processes, documentation, and product behaviour
• Background in e-commerce, logistics technology, or SaaS support environments is a plus
• Experience writing or maintaining technical documentation or knowledge base content is a plus

What We Offer

• Salary range of €2,915 to €3,770 gross per month, depending on experience
• 28 vacation days per year (full-time)
• Solid pension plan
• Transportation reimbursement for both public transport and private car use
• Subsidised lunch at €1 gross per day for a fully served meal at the office
• Free on-site parking
• First 6 months fully office-based in Hoofddorp; hybrid working introduced after that (1–2 days WFH depending on contract hours)
• 7-month contract directly with the client, followed by a 1-year extension, followed by a permanent contract depending on performance
• 40 hours per week
• Informal, non-hierarchical culture backed by a well-resourced parent organisation, with the pace and autonomy of a growth-stage company

Interested? Feel free to apply!

Please note that we can only consider applicants who are currently based in the Netherlands and who will not require visa sponsorship now or in the future.