Customer Support Specialist - DACH

Functieomschrijving

We look for a Customer Support Specialist to serve as the primary point of contact for our German speaking customers. You help event companies with complex and technical questions about our software products. You will be part of a young, international Support team of 10 team members and you will work together closely with your colleagues from sales and customer success. Next to this you will join the DACH team of 2 Support Specialists and a Customer Success Manager. Together you work on making our customers happy.

A succesful Support Specialist learns fast, is a teamplayer and loves to help customers with swift and friendly replies and solutions that work . We aim to work smart, creative, and with great collaboration to build a platform that our customers love. If you see a good fit in this environment, read below what the job is all about and what we are looking for.

What you will do

  • You provide 1st line support to our customers to help them navigate our extensive tool via chat, phone and email. By investigating, troubleshooting and resolving technical issues with our customers you directly have an impact on our customers satisfaction 

  • Support new customers with their onboarding process

  • You are an internal product expert and the voice of our customers. Our customers have a huge impact on our product roadmap - you will forward feature requests and observe trands in customer needs.

  • Work on projects, like our Support Center, improve internal knowledge. This way you develop yourself, the team and the company


What does your first year look like?

First 3 months: you will spend focusing on learning everything there is to know about Rentman: understand our software, processes, the teams and of course get to know our customers. You will complete an intensive onboarding programm, including various trainings. This makes that you will be able to start handling easy tickets. First together with a colleague from the DACH team and after some time and proven skills: on your own. You will have a clear understanding of the processes relevant to your position but you will still be learning about our extensive products. 

After 6 months
: you know enough to also handle more technical and complex tickets on your own. You have worked on a project to increase the use of the Support Center and you are collaborating with the DACH team and other teams to make customers even more satisfied with our support and product. 

After 12 months: you are helping with onboarding new colleagues, give internal trainings and you work on your personal development plan. There are quite a few examples of Support Specialist that are using their customer and product knowledge in an additional rol or different team within Rentman. 


About Rentman

Rentman develops smart and powerful resource management and planning SaaS software. Particularly used in the event and production industry. Our headquarter is in Utrecht, The Netherlands, and other offices are in Toronto and Colombo. Over the last years, we have successfully grown into a business that employs 65 professionals from over 15 countries. And we are ready to grow more!

We are proud of our extensive tool that makes the lives of more than 3000 customers easier. From small companies to high-end event service providers, businesses in over 70 countries use our software to realize festivals, concerts, corporate events, and more. For event service providers that encounter daily challenges with scheduling staff, keeping track of inventory or creating professional estimates in a highly dynamic industry, Rentman is a valuable solution. We help our customers increase profits and deliver better events.


What you get at Rentman

  • Work with an ambitious, young and inclusive international team
  • A “13th month” annual performance bonus based on company results
  • 25 days of paid vacation
  • Hybrid WFH policy & Work from anywhere 4 weeks a year
  • Annual training budget
  • Voluntary pension plan
  • Different sports activities and fitness subscription at Onefit
  • Free lunch, office fun (Xbox and Ping Pong), legendary (karaoke) parties in our basement and other fun team activities
  • After 5 years employment you get a paid abbatical of 4 weeks
  • An amazing office at the heart of Utrecht in a historical building at Drift 17

Functievereisten

What we are looking for

  • Native-level German language skills and very good English language skills
  • 1 year experience working with customers

  • Strong problem solving and communication skills

  • Adaptable and willing to grow

  • Passion for helping customers and your team

  • Experience in the AV rental or event industry is a plus

  • You are available at least 28 hours a week (fulltime is possible)

Don't worry if you don't tick all boxes (unless it is the first and the last) - let us know why you are the best fit for this role anyway!


Process and how to apply

Want to join our team? Apply or get in touch to hear more about the position. You can email to work@rentman.nl if you want to get in touch.  A tip: the more we get to know you and why you applied for this job, the better!

The first interview is to see if there is a culture match and to understand if Rentman and the job is something for you. If we both agree this is the case, you can show us your skills in a assessment. After the assessment, a second interview will follow with your potential Manager and a colleague. After that we aim to let you know within 2 days if we do you a job offer.